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Technical Support Representative

2 months ago

Norcross, Georgia, United States TRC Talent Solutions Full time

Company Overview: TRC Talent Solutions is collaborating with a prominent automotive parts organization to find a dedicated Tier One Help Desk Specialist.

Position Overview: This role is a contract-to-hire opportunity that necessitates an onsite presence. Ideal candidates will possess tier one help desk experience or point-of-sale (POS) knowledge. Recent graduates with IT certifications are encouraged to submit their applications.

Key Responsibilities:

  • Provide first-level support and diagnosis for customers of the Corporate IT Shared Services.
  • Assist in the deployment and upkeep of personal computers.
  • Collaborate with team members to create, validate, and maintain problem resolution databases.
  • Analyze, document, and resolve customer service issues related to supported hardware, software, and network systems.
  • Research support issues using available resources, including incident tracking systems and internal documentation.
  • Escalate complex problems as necessary and monitor the resolution process until satisfactory closure.
  • Document all incoming support requests accurately and keep customers informed about their issues.
  • Notify the Service Desk team and management of any emerging support challenges promptly.
  • Continuously seek to enhance call handling and resolution processes.
  • Perform additional job-related tasks as assigned.

Qualifications:

  • At least one year of relevant experience.
  • Exceptional customer service skills.
  • Experience with POS systems is advantageous.
  • Proficiency in Windows Operating Systems, particularly Windows 10.
  • Familiarity with Microsoft Office Applications, especially O365, is a plus.
  • Experience with mobile devices and troubleshooting network connectivity issues.