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IT Support Specialist
2 months ago
Overview:
The IT Support Specialist serves as the primary contact for users reaching out to our IT Service Desk.
With a commitment to delivering exceptional customer service, the IT Support Specialist manages incoming inquiries, records all interactions in a tracking system, and utilizes a knowledge base along with their expertise to resolve issues efficiently.
This role emphasizes providing top-tier customer service, achieving high rates of first contact resolution, and identifying opportunities for process improvement and automation.
Key Responsibilities:
Exhibit strong customer service abilities to deliver phone support, including:
o Actively listening to customers to accurately understand their concerns
o Demonstrating empathy towards the customer's situation and urgency in resolving issues
o Producing precise, detailed documentation at the client, problem, and incident levels
o Managing conflicts effectively
Responsible for delivering high-quality technical support to end-users, related to enterprise software and hardware.
Responsibilities encompass assessment, triage, research, training/education, and resolution of incidents and requests regarding application software products and/or infrastructure components in a dynamic 24/7 environment.
Under general supervision, provides after-hours and weekend support as necessary.This position requires meticulous attention to detail, follow-through, teamwork, and a positive demeanor.
A solid understanding of technology and the ability to apply that knowledge to support all existing systems is essential.
Supports all facets of client assistance and immediate computing needs while maintaining professionalism and composure in phone, online chat, and in-person interactions.
Creates a positive customer support experience, fostering rapport and trust with end users through a professional attitude and approach to problem-solving, ensuring timely resolution or escalation by evaluating business impact and communicating status updates promptly.
Identifies and collaborates with internal end users to provide guidance and support, sound communication, and customer service principles while maintaining professionalism in challenging situations.
Conducts investigation, diagnosis, resolution, and recovery for hardware/software issues.
Installs, modifies, troubleshoots, and repairs computer hardware/peripherals and software.
Qualifications:
Exceptional customer service skills are required.
Excellent communication skills are essential.
Two to five years of proven, relevant work experience in a comparable, complex, high-tech, and fast-paced environment is preferred.
Experience in a technical support role is advantageous but not mandatory.
Required Education:
High school diploma or GED with relevant work experience.
Ability to diagnose issues in a complex environment and provide effective solutions promptly.
Self-motivated with the capacity to work independently in a high-pressure setting.
Willingness to work flexible shifts, including evenings, weekends, and public holidays.
***Responsible for delivering high-quality technical support to end-users, related to enterprise software and hardware.
A solid understanding of technology and the ability to apply that knowledge to support all existing systems.
Conducts investigation, diagnosis, resolution, and recovery for hardware/software issues.
Two to five years of proven, relevant work experience in a comparable, complex, high-tech, and fast-paced environment.*
Nesco Resource is committed to providing equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
