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Technical Support Specialist

2 months ago

Plano, Texas, United States CornerStone Technology Talent Services Full time
Job Summary

CornerStone Technology Talent Services is seeking a highly motivated and detail-oriented Technical Support Specialist to join our team. This role is ideal for a candidate who excels in providing exceptional customer service and has a solid foundation in technology support.

Key Responsibilities
  • Initial Technical Support: Serve as the first point of contact for technology-related issues, gathering necessary information, and creating detailed logs in the Customer Relationship Management (CRM) system.
  • Problem Diagnosis and Resolution: Utilize your technical knowledge to diagnose and resolve hardware and software issues, including internet connectivity, email clients, and more.
  • Customer Interaction: Provide clear, concise, and courteous communication to end-users, ensuring they are informed about the status and resolution of their issues.
  • Service Ticket Management: Accurately process, record, and monitor all service tickets, striving to achieve a high first-call resolution rate.
  • System Maintenance: Perform tasks such as imaging desktops, laptops, and tablets, as well as maintaining and tracking inventory and warranty replacements.
  • Ongoing Learning: Stay updated with system information, changes, and updates to provide the most current solutions to users.
Requirements
  • Technical Expertise: Knowledge of desktop hardware, software, Windows 7 and 10 operating systems, Microsoft Office, Active Directory, and ITIL service delivery standards.
  • Experience: A minimum of two years of experience in a technology support role, with additional experience in customer service or a call center environment preferred.
  • Education: An Associate degree in Computer Science, Technology, or a related field, or equivalent work experience.
  • Certifications: Preferred certifications include CompTIA Security+ and A+.