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Technical Support Specialist I

2 months ago

Jackson, Mississippi, United States R3 LLC Full time

Position Overview:

As a Technical Support Specialist I at R3 LLC, you will leverage your expertise in customer service and foundational IT knowledge to align our services with client objectives. The role demands a high level of organization and attention to detail, enabling you to manage the complexities of field services effectively. You will be required to respond promptly and efficiently in situations that necessitate immediate support.

Key Responsibilities:

  • Deliver comprehensive onsite, telephonic, and digital technical assistance to end users, covering a broad spectrum of support areas, including:
  • Account management
  • Incident and problem resolution
  • Troubleshooting
  • Repair and maintenance
  • Procurement, installation, configuration, and troubleshooting of hardware, software, licenses, and peripherals; support technology upgrades.
  • Create, maintain, and deploy current images for workstation setup.
  • Provide training and support to end users.
  • Offer basic network assistance.
  • Facilitate onboarding and offboarding processes for end users.
  • Ensure clients are fully supported after service activities, confirming all systems are operational before concluding assignments.
  • Execute advanced troubleshooting techniques to address various technical challenges; escalate issues as necessary.
  • Document ticket details meticulously, communicate updates, and follow up on all tickets to ensure timely resolution and adherence to service level agreements.
  • Maintain accurate and detailed records within the ticketing system.
  • Act as a technical escalation point for Solution Center Engineers in support of client needs.
  • Achieve high levels of customer satisfaction as per management objectives.
  • Configure and troubleshoot issues related to technologies such as Windows Server, Active Directory, Windows and Mac OS, hardware components, antivirus solutions, email security, and Microsoft 365 applications.
  • Document and implement procedures, standards, best practices, configurations, installation sequences, and fallback instructions.
  • Communicate any client service issues that arise during standard support operations.
  • Collaborate with the Project Management Office during special project implementations to ensure high support levels for end users.
  • Safeguard client data, ensuring confidentiality, integrity, and availability.
  • Proactively identify and resolve potential issues, taking ownership of problem resolution and proposing effective solutions.

Position Requirements:

  • A bachelor’s degree or equivalent experience and certifications in Computer Science, Information Systems, Computer Engineering, Business, or a related field.
  • Exceptional documentation and communication abilities.
  • Highly organized, collaborative, responsive, and a critical thinker.
  • Onsite presence as needed to meet operational demands.
  • Knowledge of networking products and their peripherals, including firewalls, switches, and wireless access points.
  • Strong understanding of various desktop and laptop specifications.
  • Able to manage challenging situations effectively, especially in high-pressure environments.
  • Technical training combined with industry certifications may fulfill some educational requirements.
  • Practical experience with enterprise incident management systems and service management tools.
  • Certifications from CompTIA, Microsoft, or HDI are advantageous.
  • Outstanding customer service skills.
  • Excellent written and verbal communication skills.
  • Strong time management and prioritization capabilities.
  • Exceptional multitasking abilities.
  • Proactive and forward-thinking approach.

Qualifications:

U.S. Citizenship is required.

As a member of the R3 team, your commitment to delivering exceptional quality and results that exceed client expectations is essential. We are dedicated to providing opportunities for professional growth and development.