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Technical Support Specialist
2 months ago
The Technical Support Specialist will be responsible for managing incoming service requests, which includes categorizing, prioritizing, resolving, documenting solutions, and escalating issues as necessary.
Key Responsibilities- Install, modify, and perform minor repairs on company computer hardware and software systems.
- Provide technical assistance and training to users, troubleshooting and resolving software, hardware, and connectivity issues.
- Evaluate and prioritize service requests received through various channels, including telephone, email, and in-person interactions.
- Maintain the accuracy of the help desk database to ensure effective tracking of service requests.
- Ensure timely resolution or referral of user issues by documenting their impact and assigning appropriate priorities and resolution goals.
- Analyze and rectify problems using established procedures, available tools, and personal expertise.
- Conduct diagnostics with users to gather information about issues to identify the source of errors.
- Maintain comprehensive records of all hardware assets.
- Oversee the nightly backup process, including media rotation and storage.
- Log and track service requests using a problem management database, maintaining historical records and related documentation.
- Document resolution information in the help desk knowledge management database.
- Set up new user accounts and deploy IT assets to users and locations as needed.
- Perform additional duties as assigned to meet organizational needs.
Associate's degree (A.A.) or equivalent from a two-year college or technical school; or six months to one year of relevant experience and/or training; or a combination of education and experience.
ExperienceA minimum of one year of professional experience in IT infrastructure; or an equivalent combination of education and experience will be considered.
Equal Opportunity StatementIsco Industries is an Equal Opportunity Employer. We do not discriminate against employees or applicants based on their inquiries about, discussions of, or disclosures regarding their own pay or the pay of others.
Employees with access to compensation information as part of their essential job functions are prohibited from disclosing this information to individuals without access, unless required by law or in response to a formal complaint or investigation.
