Technical Support Specialist

2 weeks ago


Charlotte, North Carolina, United States CPI Security Full time
CPI Security, a leader in the security industry, is seeking a Technical Support Specialist to provide essential IT support. Established in 1991, CPI Security has evolved from a small company into one of the nation's top security providers, boasting a workforce of over 750 employees and numerous accolades for excellence in service.

As a Technical Support Specialist, you will be the first line of defense in assisting users with their computing needs, addressing a variety of technical issues to ensure operational efficiency.

Your responsibilities will include direct interaction with employees to implement new technology solutions, such as computers and mobile devices, while troubleshooting issues related to networks, applications, and hardware. You will be tasked with identifying, researching, and resolving information systems challenges.

Key Responsibilities:
  • Respond to and manage user support requests, diagnosing hardware, software, and network issues.
  • Efficiently troubleshoot and resolve technical problems, both remotely and on-site.
  • Install, configure, and maintain computer systems, peripherals, and software applications.
  • Provide clear guidance to users to navigate technical solutions.
  • Document technical challenges and their resolutions for future reference.
  • Escalate complex issues to senior IT staff as necessary.
  • Ensure thorough documentation of solutions in the Help Desk Knowledge Base.
  • Participate in special projects and additional responsibilities as required.
  • Stay informed about the latest technologies and troubleshooting methodologies.
  • Conduct training sessions for users on new software or hardware implementations.
Qualifications:
  • Bachelor's degree in Computer Information Technology or a related field is preferred; advanced degrees are a plus.
  • Relevant certifications or equivalent work experience may substitute for a degree (e.g., CompTIA, MCSE, MCDST).
  • A minimum of one year of experience in troubleshooting Windows/macOS operating systems and common applications.
  • Proficient in hardware and software support, system imaging, and hardware repair.
  • Experience in deploying hardware in a corporate setting.
  • Familiarity with iOS devices and Mobile Device Management solutions.
  • Knowledge of office technology and collaboration tools.
  • Understanding of Asset Lifecycle Management and inventory control.
  • Able to deliver results in a fast-paced environment while managing multiple priorities.
  • Working knowledge of networking concepts.
  • Strong customer service and communication skills.
  • Excellent problem-solving and troubleshooting abilities.
  • Effective planning, time management, and follow-through skills.
  • Ability to work independently and collaboratively within a team.
  • Detail-oriented and organized, capable of managing project deliverables with minimal supervision.
  • Strong interpersonal skills with a proven ability to work effectively in both independent and team settings.


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