IT Support Technician

2 weeks ago

Winter Park, Florida, United States TEKsystems Full time
Job Overview

Position Summary:

The IT Support Technician is tasked with delivering initial technical support to all users within the organization, including faculty, students, and staff, who encounter various technology-related challenges while utilizing their devices and online resources. This role is ideal for individuals seeking to start their career in a dynamic support environment.

Key Responsibilities:

  • Provide exceptional customer service by maintaining a courteous, professional, and empathetic demeanor during all interactions.
  • Effectively communicate with users to gather necessary information, manage multiple tasks across various platforms, and address a wide range of inquiries.
  • Maintain an up-to-date understanding of organizational systems, tools, and applications, and assist with hardware and software installations.
  • Strive for a 'one call resolution' approach by analyzing issues to determine the most efficient solutions for user concerns.
  • Collaborate with technical and educational support teams to resolve issues promptly and accurately document the details of each case.
  • Keep thorough records of daily interactions, troubleshooting activities, and resolutions provided.
  • Work independently and as part of a team, prioritizing tasks effectively in consultation with leadership.
  • Participate in company events and training sessions as required.
  • Be available to work flexible hours, including weekends, as the support department operates seven days a week.
  • Adhere to all organizational policies and maintain confidentiality regarding sensitive information.
  • Ensure the security of company-issued equipment and maintain a suitable work environment, especially when working remotely.

Required Competencies:

  • Approach customer interactions with a service-oriented mindset.
  • Demonstrate excellent verbal and written communication skills.
  • Exhibit strong interpersonal skills and effective listening abilities.
  • Maintain a professional and pleasant telephone demeanor.
  • Ability to convey technical information to both technical and non-technical audiences.
  • Possess strong analytical and problem-solving skills.
  • Quickly learn and adapt to new technologies and systems.
  • Ability to type at least 40 words per minute with high accuracy.
  • Comfortable multitasking in a fast-paced environment while documenting interactions.
  • Confidently engage with diverse users and navigate challenging conversations.

Essential Skills:

  • Customer support
  • Troubleshooting
  • Help desk operations
  • Technical support
  • Proficiency in Windows and Apple iOS

This position requires a commitment to the organization's mission and values, along with a dedication to maintaining a structured work schedule.

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