IT Support Specialist

1 month ago


Decatur, United States Fagron Sterile Services Full time
About the Job

We are seeking a skilled and enthusiastic IT Support Agent to join our team at our Decatur, Alabama location. As a Helpdesk Agent, you will provide top-notch technical assistance and support for computer systems, hardware, and software. Your primary responsibility will be to deliver resolutions to user issues with a friendly and professional demeanor.

Key Responsibilities:
  • Be the first point of contact and deliver resolutions to user issues with a friendly and professional demeanor.
  • Escalate unresolved queries to the next level of support promptly and efficiently.
  • Track, route, and redirect problems to the appropriate resources.
  • Keep customer data updated and produce clear, accurate activity reports.
  • Guide customers through problem-solving processes with patience and clarity.
  • Follow up with customers to ensure satisfaction and problem resolution.
  • Use your excellent customer service skills to exceed expectations.
  • Ensure proper recording, documentation, and closure of tickets.
  • Prepare accurate and timely reports.
  • Document knowledge in the form of knowledge base tech notes and articles.
Qualifications:
  • Proven experience in providing help desk support.
  • Proficiency in English.
  • Working knowledge of help desk software, databases, and remote-control tools.
  • Strong client-facing and communication skills.
  • Advanced troubleshooting and multi-tasking abilities.
  • A strong customer service orientation.
  • Associate degree in Information Technology, Computer Science, or equivalent.
  • 2 or more years of customer service experience.
Desired Skills:
  • Experience in a corporate or similar environment.
  • Basic understanding of networking principles and Microsoft operating systems.
  • Experience working in a Windows environment.
  • Ability to work independently and manage time effectively.
  • Strong analytical and problem-solving skills.
  • Experience with office management software.
  • Ability to image machines and familiarity with Microsoft Intune.
Work Environment:

We offer a fun, vibrant office environment where collaboration and creativity thrive. Regular team-building activities and social events foster a positive and engaging workplace culture.

What's on Offer?
  • Competitive Salary and Bonus Program
  • Health, Vision, and Dental Insurance
  • Company Paid Life Insurance
  • Generous Paid Holidays
  • Paid Volunteer Time
  • Generous Paid Time Off and Rollover
  • Company matching 401K and Retirement Savings Plans
  • Employee Assistance Program
  • Flexible working arrangements


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