IT Support Professional

6 days ago


Macon, Georgia, United States Jamtek Electrical, LLC Full time
About Jamtek Electrical, LLC

We are a leading electrical solutions provider in Macon, GA, US, seeking a skilled IT Support Specialist to join our team.

Job Summary

We are looking for an experienced Technical Support professional to provide top-notch technical assistance to customers and internal teams. As a key member of our team, you will be responsible for resolving technical issues, providing excellent customer service, and working collaboratively with our technology team to identify and address risks.

Responsibilities
  • Direct unresolved issues to the next level of support personnel
  • Examine existing policies and procedures. Draft, edit, and/or propose new policies and procedures
  • Follow-up and update customer information and status
  • Identify and suggest possible improvements in procedures
  • Conduct analysis and troubleshooting via email, remote control, and telephone for customer accounts in a timely fashion
  • Determine the best solution based on the details and issues provided by customers
  • Maintain a positive phone demeanor and ensure customer satisfaction
  • Monitor and troubleshoot backup or other regularly scheduled customer work
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Perform remote maintenance as needed
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Remove and/or set up user accounts on systems, implementing automated methods when possible
  • Respond to hardware and software support issues from employees
  • Serve as the first point of contact for customers seeking technical assistance over email or phone
  • Support and troubleshoot day-to-day technology issues for employees, including but not limited to cloud applications, desktop applications, and the setup and maintenance of computer hardware and/or software
  • Track and update IT inventory
  • Understand and solve customers' technical problems in-person or over the phone as needs warrant
  • Walk the customers through the problem-solving process
  • Work within a ticketing system to track and escalate customers' problems
  • Work with technology teams to identify risks and address the identified issues from the risks
  • Work with vendors to help resolve technical issues
Qualifications
  • 2+ years experience in a professional IT setting
  • High school diploma required, associate's degree in computer science or information technology preferred
  • Skilled in communication, time management, and organization
  • Great customer service skills and passion for helping our business succeed
  • Familiarity with multiple computer operating systems, such as Windows, Mac, and Linux operations

Estimated salary: $40,200 - $55,800 per year.



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