IT Support Professional
6 days ago
We are a leading electrical solutions provider in Macon, GA, US, seeking a skilled IT Support Specialist to join our team.
Job SummaryWe 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
- 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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