Technical Support Specialist

1 week ago


Westchester, Illinois, United States Middleground Full time
Job Overview

As a **Technical Support Specialist** at **Middleground**, you will be instrumental in delivering exceptional technical assistance to our clientele. Your primary duties will include addressing customer inquiries, diagnosing technical challenges, and escalating issues when necessary. This role is an excellent starting point for individuals eager to launch their careers in the IT sector, providing exposure to diverse technologies and client environments.

Key Responsibilities:

  1. Client Assistance: Deliver outstanding customer service and technical support to clients through various communication channels.
  2. Incident Tracking: Record, monitor, and manage incoming support requests utilizing ticketing systems to ensure prompt resolution and thorough documentation.
  3. Troubleshooting: Identify and resolve hardware, software, and network-related problems for end-users, adhering to established protocols and best practices.
  4. Issue Escalation: Forward complex or unresolved issues to senior technicians or relevant internal teams while maintaining effective communication with clients.
  5. Client Updates: Keep clients informed about the progress of their support requests and provide timely updates throughout the resolution process.
  6. System Administration Support: Assist in managing user accounts, permissions, and access levels as needed.
  7. Software Management: Help with the installation, configuration, and updates of software applications on client systems.
  8. Hardware Support: Aid in the deployment, replacement, and maintenance of hardware components.
  9. Documentation: Create and maintain precise records, documentation, and knowledge base articles for frequently encountered issues and their solutions.
  10. Proactive Monitoring: Engage in monitoring systems and networks to detect potential issues and escalate them before they escalate into critical problems.
  11. Continuous Learning: Stay informed about the latest industry trends, technologies, and certifications relevant to the role.

Required Skills and Qualifications:

  • Educational Background: High school diploma or equivalent. Relevant certifications or degrees in IT or related fields are advantageous.
  • Technical Proficiency: Basic understanding of computer hardware, operating systems (Windows, macOS), and common software applications.
  • Communication Skills: Excellent verbal and written communication abilities, capable of conveying technical concepts clearly and concisely.
  • Analytical Skills: Strong problem-solving capabilities to efficiently diagnose and resolve technical issues.
  • Customer Service Orientation: Proven ability to provide exceptional customer service and manage client inquiries professionally.
  • Team Collaboration: Willingness to work collaboratively with team members, accept feedback, and contribute to a positive team atmosphere.
  • Time Management: Ability to prioritize tasks effectively and manage time efficiently to meet service level agreements (SLAs).
  • Adaptability: Openness to learning and adapting to new technologies and procedures in a dynamic environment.
  • Certifications: Industry certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar are considered a plus.

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