Technical Support Specialist
2 weeks ago
Emerald Technologies is seeking a motivated and detail-oriented Technical Support Specialist to join our dynamic team. This role is essential in providing exceptional technical support and solutions to our users. The ideal candidate will thrive in a collaborative environment and possess a strong customer service orientation.
Key Responsibilities:- Deliver professional support for all technical issues and equipment malfunctions promptly, adhering to established service level agreements.
- Accurately document time spent and resolutions in the ticketing system, ensuring comprehensive records for future reference.
- Maintain effective communication with users regarding the status of their support requests, ensuring they are informed throughout the resolution process.
- Diagnose and resolve general hardware and software challenges.
- Assist with troubleshooting issues related to Windows, Office 365, printers, and network connectivity.
- Set up and maintain new desktop and laptop workstations, ensuring optimal performance of existing equipment.
- Comprehensive medical, dental, and vision coverage.
- Health Savings Account and Flexible Spending Account options.
- 401K plan with company matching and no vesting period.
- Paid time off for personal well-being.
- Gym reimbursement through a partnered provider.
- Access to an Employee Assistance Program.
- A supportive and inclusive workplace culture.
- Opportunities for professional development and training.
- Engagement in community service initiatives.
- Employee recognition programs and events.
- Potential for career advancement.
- Referral bonuses for employee recommendations.
- Exclusive employee discounts.
- Bachelor's degree in Computer Science, Information Systems, or a related discipline preferred; or an Associate's degree in an IT-related field with relevant training.
- A minimum of three years of experience in technical support is highly desirable.
- Excellent verbal and written communication skills.
- Strong understanding of computer hardware with the capability to assemble systems.
- Proactive, organized, and dependable team player.
- Meticulous attention to detail and effective documentation practices.
- Ability to handle sensitive information with confidentiality.
- Willingness to provide support during planned and emergency situations outside of standard business hours.
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