IT Support Specialist
2 weeks ago
Position Overview:
The Service Desk is responsible for delivering technical assistance to all primary business sectors. This encompasses resolving hardware and software challenges, connectivity issues, mobile/wireless concerns, printing inquiries, and operational queries. Most assistance is rendered remotely through our advanced remote support tools and via telephone communication. Exceptional customer service, meticulous attention to detail, and achieving first-call resolution are critical priorities for the IT Support Analyst, with escalation to our Desktop Support Specialist team when required. Outstanding customer service abilities are essential for this role, as providing superior service to our users is a fundamental responsibility.
This role offers a hybrid work arrangement, combining onsite and remote work, requiring adaptability based on the demands of the IT Support Services.
Technical Proficiencies:
- Troubleshooting and configuring Windows 10/11 Operating Systems.
- Installation, configuration, and troubleshooting of Microsoft O365.
- Installation, configuration, and troubleshooting of desktop and notebook hardware.
- Installation, configuration, and troubleshooting of computer peripherals and hardware.
Key Responsibilities:
- Assist end users through phone and remote support applications.
- Resolve issues related to Microsoft O365 applications.
- Support Microsoft Windows 10/11 on HP Desktops and Laptops.
- Document all activities through the ServiceNow Ticketing system.
- Facilitate wireless connectivity for laptops and mobile devices.
- Provide remote assistance using advanced remote desktop solutions.
- Support remote access via VPN client software.
- Manage time effectively to ensure timely responses to inquiries.
- Escalate issues to appropriate support tiers when necessary.
- Maintain attention to detail in all customer interactions.
- Participate in after-hours support rotation as needed.
- Image computers and prepare them for deployment to end users as required.
- Deliver exceptional customer service to all users, ensuring their needs are met promptly and efficiently.
Qualifications:
- Proven customer service skills, with a history of meeting or exceeding expectations.
- A minimum of 2 years of experience in IT support roles.
- At least 2 years of experience in a customer service capacity.
- Familiarity with ServiceNow is advantageous.
- Experience with remote support tools is a plus.
- CompTIA or Microsoft certifications are beneficial.
- Excellent verbal and written communication skills.
- Demonstrated troubleshooting capabilities for both hardware and software.
- Ability to work independently and manage tasks effectively.
- Capability to handle multiple responsibilities, including daily tasks and projects.
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