Technical Support Specialist

4 weeks ago


Davidson North Carolina, United States TEKWISSEN LLC Full time
Job Overview:

Position Summary:
Deliver efficient and precise technical assistance, ensuring exceptional customer satisfaction while adhering to established Service Level Agreements (SLAs).

Required Skills and Qualifications:
- Demonstrated excellence in customer service capabilities.
- Strong verbal and written communication skills.
- Proven interpersonal skills with the ability to work autonomously with minimal oversight.
- Proficient in diagnosing and resolving issues related to workstations, applications, peripherals, TCP/IP, and printers.
- Strong organizational skills with the ability to adhere to documentation protocols.

Physical requirements include the ability to lift and transport computers (approximately 50 lbs.), navigate confined spaces (such as under desks), and utilize ladders for computer installations.


Key Responsibilities:
- Provide desk-side support for Windows OS workstations in a networked office setting.

- Responsibilities include supporting or executing MS Office and Outlook configurations and troubleshooting; software installation and setup; new user onboarding; printer and network file share setup and troubleshooting; peripheral installation, configuration, and troubleshooting; as well as managing computer/user relocations, additions, and modifications.


- Responsible for monitoring trouble ticket queues, documenting support and diagnostic actions, and escalating issues as necessary.

- Ensure accurate and timely resolution and closure of assigned trouble tickets in compliance with SLA standards.

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