Technical Support Specialist
2 weeks ago
Innova Solutions is seeking a dedicated Technical Support Specialist to provide exceptional assistance to our users. This role is essential in ensuring smooth operations and high user satisfaction.
Key Responsibilities:- Respond to incoming support requests from users through various channels, ensuring a professional and courteous approach.
- Document user information, including name, department, and issue details for effective tracking.
- Build rapport with users to accurately identify and understand their concerns.
- Prioritize and manage support requests efficiently.
- Escalate complex issues to the appropriate technical personnel when necessary.
- Maintain detailed records of the support process, including all actions taken and outcomes.
- Utilize diagnostic tools to troubleshoot and resolve issues.
- Access and leverage online resources for software updates and troubleshooting guides.
- Perform hands-on repairs and software installations as needed.
- Provide training and mentorship to junior support staff.
- Conduct follow-ups to ensure issues are resolved satisfactorily.
- Create user-friendly help documentation and knowledge base articles.
- Carry out additional duties as assigned.
The ideal candidate will possess:
- Extensive knowledge of computer hardware and software.
- Familiarity with various diagnostic tools.
- Strong communication and interpersonal skills.
- Excellent documentation abilities.
- Willingness to provide after-hours support when necessary.
- Ability to travel as required.
- An associate degree in Computer Science, CIS, or equivalent experience.
- A minimum of five years of relevant work experience.
- Experience with desktop operating systems, particularly Windows 10.
- Capability to lift up to 15 pounds.
Innova Solutions offers a competitive salary range of $55,000 to $60,000, commensurate with experience and qualifications. Benefits may include medical and pharmacy coverage, dental and vision insurance, 401(k) plans, and various types of paid leave.
About Innova Solutions:Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions is a leader in providing technology and business transformation solutions globally. We are committed to fostering an inclusive work environment and promoting equal employment opportunities for all candidates.
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