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Technical Support Specialist

2 months ago

Fort Worth, Texas, United States MetroSys Full time
Job Overview

Position Summary: We are looking for a dedicated Technical Support Specialist to provide vital assistance in a dynamic and fast-paced IT environment. This role is essential for maintaining the efficiency of IT systems and services within our Windows-based framework, leveraging ServiceNow as our primary tool for ticketing and service management.

Key Responsibilities:

  1. Frontline Technical Assistance:
    • Deliver immediate technical support to users through in-person interactions, phone calls, or remote assistance tools.
    • Identify and resolve hardware, software, and network challenges associated with Windows operating systems (Windows 10/11) and standard office applications.
    • Quickly diagnose and address technical issues related to hardware and software.
  2. Incident Management with ServiceNow:
    • Employ ServiceNow to document, monitor, and resolve incidents and service requests.
    • Maintain precise and timely records of all support activities within the ServiceNow system.
    • Prioritize and escalate issues as needed to ensure prompt resolution and minimal disruption.
  3. User Education and Documentation:
    • Assist in the creation and updating of user manuals, documentation, and knowledge base articles.
    • Facilitate training sessions for users on fundamental IT operations and software applications as required.
  4. Basic System Administration:
    • Conduct essential system administration tasks, including user account management and access control.
    • Support the upkeep of IT inventory and asset management records.
  5. Team Collaboration and Communication:
    • Work collaboratively with other IT teams and departments to address escalated issues and enhance overall IT service delivery.
    • Clearly convey technical information to non-technical users.

Qualifications:

  • Demonstrated experience as a Helpdesk Technician or in a similar capacity within a corporate setting.
  • In-depth knowledge of Windows operating systems and the Microsoft Office Suite.
  • Understanding of troubleshooting network connectivity problems.
  • Experience with ServiceNow or comparable IT service management platforms.
  • Strong problem-solving abilities and effective communication skills.
  • Customer-focused mindset with an emphasis on delivering high-quality support services.
  • Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) are advantageous.

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