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IT Desktop Support Specialist

2 months ago

Franklin, Wisconsin, United States TIER4 GROUP Full time
Job Description

Job Title: Onsite Technical Support Specialist (IT Desktop Technician)

Job Type: Full-time

Location: Remote (Onsite)

Job Category: IT & Technology

About Us: Tier4 Group is a leading provider of technical support services, dedicated to delivering exceptional customer experiences in a fast-paced, high-pressure environment.

Role Overview: We are seeking an IT Desktop Support Specialist with a passion for resolving technical issues and a commitment to enhancing the customer experience. This role involves using your knowledge of PC, mobile device hardware, software configurations, operating systems, and LAN to address technical environment issues and support our customers.

Key Responsibilities:

  1. Technical Support:
  • Provide omni-channel technical support (Home Office and Field) in a high-pressure environment while multitasking (e.g., managing two simultaneous chat windows) and prioritizing efforts as needed.
  • Leverage experience, existing communication channels, and knowledge management to execute processes and resolve issues while exciting and level-setting clients about the technology environment.
  1. Client Experience Consultation:
  • Apply functional and technical knowledge for problem/issues analysis, using software tools to assist in developing solutions and test fixes to resolve first action whenever possible.
  • Perform initial client experience consultation to understand and address their needs.
  1. Continuous Improvement and Innovation:
  • Identify process and service improvement ideas with a continuous learning and improvement mentality.
  • Partner with more experienced team members to drive innovation and implement ideas.
  1. Interpersonal Relationships:
  • Establish and maintain good interpersonal relationships with internal and external teams.
  • Participate in temporary project/support assignments as needed.
  1. Client Communication:
  • Demonstrate strong customer service skills, both internally (HO) and externally (Field), with the ability to communicate effectively verbally and in writing at all levels.
  • Offer ideas related to improving the client experience.

Required Qualifications:

  • Associates or Bachelor's degree in Computer Science, MIS, or a related field OR a significant amount of directly related work experience.
  • Minimum of 2 years of technical Help Desk experience.
  • Advanced knowledge in computer and mobile device hardware and software troubleshooting, including proficiency in using software support tools.
  • Strong oral and written communication skills, with the ability to quickly establish rapport and build a distinctive client experience.
  • Strong analytic skills and the ability to tackle problems.
  • Keen attention to detail, including proficiency in concise and understandable ticket documentation.
  • Ability to adapt to the changing needs of the business.

Technical Skills:

Must Have:

  • Asset Management/Desktop Support
  • Desktop Imaging Deployment
  • Equipment Setup

Nice to Have:

  • Ability to work with a team.
  • Attention to detail.
  • Experience with Windows 11 and MAC OSX support.
  • Ability to work under pressure at times.