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Technical Support Specialist

2 months ago


Marlton, New Jersey, United States TEKsystems Full time
Job Description

Contract Duration: 6 Months

Work Arrangement: Fully Remote

Location Requirement: Candidates must reside in NY or PA

Key Responsibilities:

  • Provide front-line assistance for all IS customer incidents, requests, and issues.
  • Analyze incidents and requests, resolving them directly or escalating to appropriate IS teams or vendors.
  • Deliver exceptional customer service and technical support.

Position Duties:

  • Respond promptly to incoming customer inquiries with a high level of service.
  • Thoroughly analyze each incident, request, and problem.
  • Provide immediate resolutions when possible; otherwise, escalate issues based on preliminary analysis.
  • Gather necessary information to resolve customer issues effectively.
  • Utilize ITSM tools to document interactions and troubleshooting steps.
  • Create Knowledge Base articles for identified solutions.
  • Foster strong working relationships with other IS teams to enhance collaboration.
  • Support new team members and assist with Problem Management tasks.
  • Adhere to IS Business Practices and be available for 24/7 support as required.

Qualifications:

  • Minimum of 2 years in technical support and 2 years in customer service.
  • Fundamental understanding of computer hardware and software principles.
  • Strong customer service orientation and ability to multitask effectively.
  • Excellent written and verbal communication skills, with a professional demeanor.

Education:

Technical certificate or Associate's degree in IT may be considered in lieu of experience.

Essential Skills:

  • Password Reset
  • Remote Support
  • Ticketing System
  • Troubleshooting
  • Windows 7/10
  • Office 2016
  • ServiceNow
  • Help Desk Support