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Technical Support Specialist

2 months ago

East Moline, Illinois, United States Innova Solutions Full time

Position: IT Helpdesk Technician

Location: Onsite

  • Work Environment: This role is strictly onsite, requiring local candidates.
  • Contract Type: This is a contract position with potential for permanent employment.
  • Background Check: Successful completion of a background verification is mandatory.
  • Preferred Experience: Candidates with a solid background in Networking Systems, Server Operations, Computer Installations, Repairs, Troubleshooting, and Data Coordination are highly preferred.

The IT Helpdesk Technician serves as the primary point of contact for clients facing challenges with the installation, configuration, operation, and management of Enterprise Services. This role is crucial as it represents the business and requires a strong commitment to assisting clients in resolving their issues promptly. Ideal candidates will possess exceptional customer service abilities along with strong analytical, critical thinking, and troubleshooting skills.

Key Responsibilities:

  • Demonstrates a strong understanding of customer support, ensuring client satisfaction and continuously enhancing service quality.
  • Manages all incidents and requests, maintaining clear communication with clients to ensure their needs are met and service level agreements are exceeded.
  • Collaborates effectively with team members, fostering strong relationships across departments to resolve client issues efficiently.
  • Identifies and implements best practices in customer support to enhance service delivery.
  • Provides assistance to colleagues and other teams as needed.
  • Addresses and resolves both basic and complex incidents, accurately documenting all relevant information in the ticketing system.
  • Contributes to the development of self-help resources and documents common requests, resolutions, and procedures.
  • Employs systematic troubleshooting methods to identify symptoms and investigate root causes.
  • Balances high productivity demands with the need for thorough analytical troubleshooting and problem resolution.
  • Utilizes creativity to automate and streamline processes, deepening knowledge of corporate products to improve first-contact resolution rates.
  • Provides remote assistance to clients as required.
  • Possesses the ability to troubleshoot and eliminate Virus and Malware issues.
  • Configures and troubleshoots network printers effectively.
  • Demonstrates strong knowledge of desktop applications and Microsoft operating systems, particularly Windows 7 and 10, as well as the Office suite and O365.
  • Understands file sharing permissions, drive mappings, and offline file management.
  • Has a foundational understanding of Networking principles, including troubleshooting connectivity issues, wireless networks, DHCP, DNS, and command line tools.
  • Manages Active Directory tasks such as password resets, account unlocks, mailbox and user account creation, group policy, and spam troubleshooting.
  • Capable of data and email recovery.
  • Handles basic computer troubleshooting and configuration, including device encryption and internet browser issues.
  • Understands smartphone and hotspot support requirements.
  • Familiar with concepts related to virtual environments.

Qualifications:

  • MCP certification in desktop operating systems is required within the first six months of employment.
  • Additional certifications such as HDI, MCP, ITIL, or CompTIA are advantageous.
  • A two-year degree or a minimum of one year of IT support and customer service experience in a professional setting is preferred.
  • Experience with ticketing systems is essential.
  • Typing proficiency for quick and accurate entry of service request details.
  • Strong verbal and written communication skills to effectively convey technical information.
  • Willingness and ability to quickly learn new skills and technologies.
  • Highly responsible, self-motivated, flexible, and capable of working independently.
  • Excellent organizational skills and attention to detail.
  • Maintains a positive and ethical work attitude.
  • Demonstrates integrity and fairness in all interactions.

Compensation and Benefits:

Competitive salary range with comprehensive benefits including medical and pharmacy coverage, dental and vision insurance, 401(k), health savings accounts, life insurance, disability coverage, and various paid leave options.

About Innova Solutions: Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals globally and generates annual revenues nearing $3 billion. We provide strategic technology and business transformation solutions, empowering our clients to excel in their respective fields.