Technical Support Specialist

2 weeks ago


Manchester, New Hampshire, United States Innova Solutions Full time
Position Overview:

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.
Qualifications:

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.
Compensation and Benefits:

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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