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IT Support Specialist

2 months ago

WinstonSalem, North Carolina, United States Axiom Technologies Full time

Axiom Technologies is a global provider of IT services, dedicated to supporting medium to large-scale enterprises. We are committed to fostering an inclusive workplace and encourage applicants from diverse backgrounds to apply.

Key Responsibilities:

  • Investigate and resolve software and hardware challenges.
  • Diagnose and troubleshoot technical problems, including user account setup and network configurations.
  • Engage with clients through targeted inquiries to swiftly identify the core issue.
  • Monitor and track system issues until resolution, adhering to established timeframes.
  • Guide clients through a structured process, via phone, email, or chat, to resolve technical difficulties.
  • Escalate unresolved issues to the appropriate internal teams, such as software developers.
  • Provide timely and precise feedback to clients.
  • Utilize internal databases or external resources to deliver accurate technical solutions.
  • Ensure all issues are documented appropriately.
  • Manage and prioritize multiple open issues simultaneously.
  • Follow up with clients to confirm their IT systems are operational post-troubleshooting.

Technical Skills and Experience:

  • Preferred Experience:
  • Experience in the healthcare sector is advantageous but not mandatory.
  • Possession of a vehicle for travel to various sites.
  • Availability to work in a shift rotation (morning, afternoon, and night shifts).
  • Proficient in troubleshooting various computer operating systems.
  • Experience with different PC operating systems (Windows 7/8 and 10).
  • Knowledge of hardware and software installation, including familiarity with deployment tools like SCCM.
  • Basic understanding of Standard Operating Environment (SOE) and group policies.
  • Printer support experience.
  • Proficient in installation and troubleshooting of MS Office applications.
  • Exceptional customer service and interpersonal skills.
  • Field experience in supporting a range of technologies and services.
  • Advanced technical skills, particularly in troubleshooting Windows, Apple, and virtual operating systems.
  • Ability to effectively manage time and resources to meet or exceed expectations in high-pressure situations while maintaining professionalism.

Personal Attributes:

  • Strong end-user computing skills.
  • Good understanding of infrastructure support.
  • Excellent analytical and problem-solving abilities.
  • Highly organized and detail-oriented.
  • Strong customer service orientation and effective communication skills, both verbal and written.
  • Committed to delivering quality results in all tasks.
  • Able to work independently as well as collaboratively in a team environment.
  • Self-motivated with a drive to innovate and think creatively.
  • Preference for straightforward, effective solutions.
  • Ability to handle and maintain confidential information.

In-depth Knowledge of:

  • Windows operating systems (e.g., XP, Vista, Windows 7, 10).
  • Microsoft Office applications.
  • PC and laptop hardware.
  • PC and laptop peripherals, including printers.
  • Mobile devices.

Basic Knowledge of:

  • Active Directory.
  • Exchange.
  • Apple operating systems.
  • SCCM.

Relevant Experience:

  • Minimum of 2 years in a similar role.

Next Steps:

If you are seeking a new challenge in your career, we invite you to submit your resume for consideration.