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Technical Support Analyst
2 months ago
Position Overview
The Onsite Desktop Support Specialist plays a crucial role in providing direct technical assistance to clients. The primary objective is to enhance workstation functionality, resolve hardware and software complications, and ensure overall client satisfaction. By fostering robust client relationships, proactively addressing technical issues, and remaining informed about industry advancements, this position significantly supports Bridgehead IT's commitment to delivering outstanding service quality.
Key Responsibilities
- Deliver on-site technical assistance to clients, focusing on workstation hardware, software, and peripheral device challenges.
- Efficiently diagnose and resolve technical problems, minimizing disruptions to client operations.
- Support a diverse array of hardware and both internal and external software applications.
- Manage time effectively and maintain thorough documentation of daily activities within a ticketing system.
- Collaborate with third-party vendors and service providers to ensure timely delivery of hardware, software, and support services tailored to client requirements.
- Adhere to established policies and standard operating procedures.
- Engage with customers to assist with both routine and urgent service-related issues.
- Actively participate in self-improvement and educational initiatives to stay updated with new and existing technologies.
- Work with management to enhance service delivery processes, identify automation opportunities, and improve overall client satisfaction.
- Respond promptly to emergencies, such as system outages and security incidents, with precision and urgency.
- Develop and document technical processes and procedures as necessary.
- Uphold quality service by adhering to organizational standards.
- Perform additional related duties as assigned.
- Preferred: Associate or bachelor's degree in computer science or a related discipline, or equivalent relevant experience.
- 3 to 5+ years of experience in IT customer support and computer systems administration.
- Comprehensive knowledge of workstation hardware, software, and operating systems.
- Relevant technical certifications are advantageous.
- Customer-centric mindset with a deep understanding of client needs and a dedication to delivering high-quality service.
- Familiarity with cloud-based technologies (e.g., Office 365, VMware, Hyper-V, Azure, AWS) is a plus.
- Proficient in various Windows-based operating systems and familiar with Linux or macOS.
- Strong capabilities in providing end-user support, addressing inquiries, and resolving issues promptly to ensure customer satisfaction.
- Willingness to work after hours to meet client needs and participate in on-call duties as scheduled.
- Exceptional troubleshooting and problem-solving abilities.
- Excellent written and verbal communication skills, capable of conveying technical information clearly to both technical and non-technical audiences.
- Strong interpersonal skills to collaborate effectively with team members, clients, and management across various organizational levels.
- Able to thrive in a fast-paced environment while maintaining high-quality customer service.
