Technical Support Specialist

1 week ago


Paramus, New Jersey, United States V R Della Infotech Inc Full time
Job Overview

Position Summary: The primary objective of this role is to deliver exceptional support and intricate problem-solving for V R Della Infotech Inc. clients across various sectors. This includes providing assistance for computer systems, communication devices, mobile technology, network connections, and software applications, ensuring compliance with corporate IT standards and policies.

Key Responsibilities
  1. Provide advanced walk-up support at designated locations.
  2. Troubleshoot and resolve issues related to computer hardware, operating systems, approved applications, and network connectivity, collaborating with third-party vendors as necessary.
  3. Manage equipment setups, re-imaging, and software installations.
  4. Implement software and hardware updates in line with operational guidelines.
  5. Organize and prioritize a dynamic workload with minimal supervision.
  6. Assist in the creation and upkeep of support documentation as required.
  7. Report support trends to management.
  8. Process service tickets within established service level agreements.
  9. Conduct research and testing of new technologies.
  10. Travel to various locations for support as needed.
  11. Oversee the tasks of Tier 1 support analysts.
  12. Provide Tier 2 support to analysts and users.
  13. Collaborate with other support staff on IT projects.
  14. Document customer inquiries and track issues to resolution.
  15. Resolve complex user problems using established procedures and tools.
  16. Escalate IT issues and assist with higher-level support.
  17. Ensure customer satisfaction through timely communication and updates.
  18. Build strong relationships and provide trusted solutions through technical support excellence.
  19. Deliver outstanding customer service while maintaining a positive attitude.
  20. Provide on-site support for installations, changes, and repairs.
  21. Manage new computer imaging and user setups.
  22. Install networking and server equipment as necessary.
  23. Configure new printers when required.
Qualifications

Education and Experience: An Associate's Degree or technical certification in an IT-related field is preferred, along with four or more years of experience in IT support.

Skills and Knowledge: Proficiency in common computer applications and operating systems, particularly MS Windows 10, MS Office, and Google Workspace. Experience in installing, maintaining, and troubleshooting hardware and communications technology is essential. Familiarity with Service Desk tools and techniques, as well as supporting mobile devices and networks, is required.

Personal Attributes: Strong customer service and interpersonal skills, effective communication abilities, and problem-solving capabilities are critical. The ability to manage multiple responsibilities efficiently and work well under pressure is necessary. A self-motivated approach with attention to detail is essential.

This position is contract to hire.



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