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Technical Support Specialist

2 months ago

Atlanta, Georgia, United States TIER4 GROUP Full time
Job Overview

Position: Technical Support Specialist

Company: TIER4 GROUP

We are seeking a dedicated Technical Support Specialist to act as the primary point of contact for users requiring assistance. This role involves delivering exceptional support and resolving a range of hardware and software challenges, including installation, diagnosis, repair, maintenance, reporting, and upgrades to ensure peak performance.

Key Responsibilities:

  • Effectively manage multiple tasks and priorities to ensure high levels of user satisfaction.
  • Perform in-depth analysis and troubleshooting to address complex technical problems.
  • Install, configure, and maintain user hardware and software, adhering to service agreements.
  • Lead critical IT support initiatives, ensuring timely and effective execution.
  • Create and refine Standard Operating Procedures (SOP), policies, training materials, and knowledge bases.
  • Manage and track support requests using the ITSM ticketing system, including monitoring and assigning tickets.
  • Maintain the desktop environment, including updates, security patches, configurations, and testing to guarantee optimal performance.
  • Learn and utilize endpoint management tools such as MS Endpoint Management, Remote Support, Virtual Platforms, and VDI Management.
  • Coordinate schedules for collaborative events, providing support for conference room technology and office collaboration tools.

Qualifications:

  • A minimum of five years of experience in end-user hardware and software technical support is preferred, or an equivalent combination of education and experience.
  • Proficient in installing hardware, software, and peripherals while ensuring proper functionality.
  • Strong understanding of troubleshooting techniques for hardware and software maintenance.
  • Comprehensive knowledge of computers and peripheral devices is essential.
  • Ability to conduct research into issues and products as necessary.
  • Analytical and problem-solving skills, with a strong attention to detail.
  • Self-motivated and directed, with the capability to prioritize and execute tasks effectively in a fast-paced environment.
  • Experience in a collaborative, team-oriented setting.
  • Possess excellent customer service skills and telephone etiquette.