IT Support Specialist

2 weeks ago

Indianapolis, Indiana, United States Anchor Point Technology Resources Full time

Position Overview:

The Service Desk is dedicated to providing technical assistance to all primary business sectors. This encompasses issues related to hardware and software, connectivity challenges, mobile/wireless concerns, printing inquiries, and functionality queries. Most support is delivered remotely through our Bomgar Remote Assistance and via telephone. Exceptional customer service, meticulous attention to detail, and achieving first call resolution are critical priorities for the IT Analyst, with escalation to our Desktop Support Specialist team when required.

This role is a hybrid position, combining onsite and remote work, necessitating flexibility based on the demands of ITSS.

Technical Proficiencies:

  • Troubleshooting and configuring Windows 10/11 Operating Systems.
  • Installation, configuration, and troubleshooting of Microsoft O365.
  • Installation, configuration, and troubleshooting of desktop and notebook hardware.
  • Installation, configuration, and troubleshooting of computer peripherals and hardware.

Key Responsibilities:

  • Provide support to end users via phone and remote assistance tools.
  • Assist with Microsoft O365 application-related issues.
  • Support Microsoft Windows 10/11 on HP Desktops and Laptops.
  • Document all activities through the ServiceNow Ticketing system.
  • Facilitate wireless connectivity for laptops and mobile devices.
  • Utilize Bomgar Remote Desktop for remote support.
  • Support remote access using Cisco VPN client software.
  • Manage time effectively to ensure timely responses to calls.
  • Escalate issues to the appropriate next-tier support teams when necessary.
  • Maintain a keen attention to detail in all customer interactions.
  • Participate in a rotational after-hours support schedule.
  • Image computers and prepare them for deployment to end users as required.
  • Deliver outstanding customer service to all users, ensuring their needs are addressed promptly and efficiently.

Qualifications:

  • Strong customer service abilities, with a proven history of meeting or surpassing customer expectations.
  • A minimum of 2 years of experience in IT support.
  • At least 2 years of experience in a customer service capacity.
  • Familiarity with ServiceNow is advantageous.
  • Experience with Bomgar Remote Support is a plus.
  • CompTIA or Microsoft certifications are beneficial.
  • Excellent verbal and written communication skills.
  • Demonstrated troubleshooting capabilities for both hardware and software.
  • Ability to work independently and self-sufficiently.
  • Capacity to manage multiple tasks, including daily responsibilities and projects.

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