Technical Support Specialist

1 week ago

Detroit, Michigan, United States Stafford Gray Full time

Job Summary:

We are seeking a highly skilled and experienced Technical Support Specialist to join our team at Stafford Gray. As a Technical Support Specialist, you will be responsible for providing technical support and assistance to our clients, ensuring that their technical issues are resolved efficiently and effectively.

Key Responsibilities:

  • First Point of Contact: Respond to incoming calls, emails, and support requests from clients, providing timely and courteous assistance.
  • Phone and Remote Support: Utilize phone and remote support tools to diagnose and resolve technical issues efficiently, including password resets, account lockouts, basic software troubleshooting, and hardware peripherals setup and connectivity.
  • Issue Resolution: Diagnose and resolve technical issues, ensuring a quick resolution or appropriate escalation.
  • Escalation: Accurately document issues and escalate more complex problems to specialized support teams, ensuring smooth handoff and communication.
  • Documentation: Maintain detailed and accurate records of support requests, troubleshooting steps, and resolutions in the helpdesk system.
  • User Education: Provide clear, concise instructions and training to users on common technical issues, empowering them to resolve minor issues independently in the future.
  • System Monitoring: Assist in monitoring technical systems and alerting appropriate teams when issues are detected.
  • Team Collaboration: Work closely with other IT teams to share knowledge, troubleshoot complex issues, and contribute to continuous improvement of support processes.
  • Customer Service: Maintain a high level of customer service and professionalism when interacting with all clients, including employees, students, and administrators.
  • Performance Metrics: Achieve key performance metrics while also meeting annual objectives focused on enhancing service efficiency, improving customer engagement, and optimizing support operations.

Requirements:

  • Education: Bachelor's degree in Information Technology, Business Administration, or related discipline.
  • Experience: Minimum of three (3) years' experience in a technical support or help desk role, preferably in an educational environment.
  • Technical Skills: Basic knowledge of Windows and macOS operating systems, familiarity with common software applications, understanding of network fundamentals, and experience with remote desktop tools, call management, and helpdesk software.
  • Communication: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users clearly and effectively.

Work Environment:

The ideal candidate will have a strong background in technical support, excellent communication skills, and the ability to work in a fast-paced environment. If you are a motivated and detail-oriented individual who is passionate about providing exceptional customer service, we encourage you to apply for this exciting opportunity.

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