Technical Support Specialist

2 weeks ago

Santa Rosa, California, United States KLH Consulting, Inc. Full time
Job Overview

Summary:

The Technical Support Specialist serves as the primary point of contact for our end users, delivering exceptional IT support with a focus on customer satisfaction.

We are in search of a proactive IT professional who possesses outstanding customer service abilities to offer technical assistance in a precise and efficient manner.

This role demands a solid technical foundation and the capability to communicate effectively, ensuring a clear understanding of issues and their resolutions. The Specialist will troubleshoot technical challenges, provide solutions, and uphold the value our customers expect, adhering to the standards established by our organization. A comprehensive understanding of computer hardware and software commonly utilized in desktop environments is essential. Responsibilities include installing, diagnosing, repairing, maintaining, and upgrading hardware and equipment to guarantee optimal functionality. The Specialist will also address problem areas (in-person, via phone, or through remote access) promptly and accurately, providing user support as necessary. Some advanced knowledge of networks and servers may be beneficial.

Our diverse clientele includes users with varying levels of technical expertise, making a customer-centric and patient approach crucial for success.

Key Responsibilities:

  • Respond promptly and courteously to client inquiries regarding their network, desktop/laptop/thin client, email, internet access, remote and mobile solutions, Windows Operating System, Microsoft Office, and third-party applications.
  • Utilize remote access to troubleshoot and resolve client issues.
  • Engage with clients in a friendly manner to alleviate concerns, remotely diagnose system problems, and provide updates on resolution progress.
  • Maintain detailed incident reports and client documentation within the established ticketing system.
  • Troubleshoot and resolve a variety of technical support requests in accordance with the Company's service level agreements (SLAs).
  • Address issues at client locations as required.
  • Occasional on-call duties may be necessary.
  • Diagnose and resolve a wide range of hardware and software support requests both remotely and on-site as needed.
  • Repair, maintain, upgrade, and document desktop, laptop, and server hardware, software, and peripheral devices.
  • Assist Network Consultants and Senior Network Engineers in identifying potential performance issues, enhancing uptime, improving response times, and swiftly resolving problems.
  • Support the Information Security team in mitigating high-risk vulnerabilities.
  • Prioritize IT Support Requests based on business function and urgency.


Qualifications:

  • Minimum of 3 years' experience in desktop-level support or consulting.
  • Proficient in Microsoft Windows 7, 8, 10, and Mac OS.
  • Experience with Microsoft Office 2010, 2013, and 2016.
  • Familiarity with anti-virus, anti-spam, and malware technologies.
  • Knowledge of Microsoft Exchange and Office 365.
  • Experience with remote access solutions and Mobile Device Management.
  • Familiarity with Skype for Business.
  • Experience with ticketing, monitoring, and remote support tools is preferred.
  • Strong customer service and troubleshooting skills.
  • Experience with virus/malware protection, detection, and removal.
  • Knowledge of Thin Client technologies.
  • Experience in ConnectWise is a plus.
  • Experience in Healthcare or eCW (electronic Clinical Works) is advantageous.
  • Motivated, inquisitive, and self-driven with a desire to learn and excel.
  • A Bachelor's Degree is preferred (in any field, not necessarily IT-related).
  • Current MCP certification is required.
  • Must pass a background check.
  • Ability to work flexibly in both office and field settings.

Attributes:

  • Excellent communication skills, capable of conveying project status and key issues effectively to clients and management, both verbally and in writing.
  • Customer-focused with a professional demeanor and presentation.
  • Ability to prioritize tasks based on project plans, timelines, and changing work demands.
  • High level of customer focus and satisfaction.
  • Energetic self-starter with the ability to learn and grow in the position.
  • Ownership of tasks and accountability for follow-through.
  • Logical thinking ability.
  • Excellent time management skills.
  • Detail-oriented with superb problem-solving capabilities.
  • Able to work in an office environment and handle phone calls for extended periods.
  • Fluent in spoken and written English.

Additional Relevant Experience:

  • Experience with eCW (electronic Clinical Works) application.
  • SQL Database Administration.
  • Network diagnostic and monitoring software.
  • Disaster Recovery planning and implementation.

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