Technical Support Specialist

2 weeks ago


East Moline, Illinois, United States Innova Solutions Full time

IT Helpdesk Technician Overview

The IT Helpdesk Technician serves as the primary point of contact for clients facing challenges with the installation, configuration, operation, and management of Enterprise Services. This role is crucial in delivering exceptional customer service and resolving issues with a sense of urgency.

Key Responsibilities

  • Engage with customers to ensure satisfaction and continuously enhance service quality.
  • Manage all service incidents and requests, maintaining clear communication with clients to meet their expectations.
  • Collaborate effectively with team members and other departments to resolve customer inquiries.
  • Identify and implement best practices in customer support.
  • Assist colleagues and other teams as needed.
  • Address and resolve both basic and complex technical issues, ensuring accurate documentation of incidents and resolutions.
  • Contribute to the development of self-help resources and knowledge bases.
  • Utilize systematic troubleshooting methods to identify and resolve issues efficiently.
  • Balance high productivity demands with the need for thorough analytical problem-solving.
  • Innovate processes to enhance efficiency and deepen knowledge of corporate products.
  • Provide remote assistance to clients for their support needs.
  • Diagnose and resolve virus and malware issues.
  • Configure and troubleshoot network printers.
  • Possess strong knowledge of desktop applications and Microsoft operating systems, particularly Windows 7 and 10, as well as the Office suite and O365.
  • Understand file sharing permissions and drive mappings.
  • Have a foundational understanding of networking principles, including troubleshooting connectivity issues.
  • Manage Active Directory user accounts and email functionalities.
  • Assist in data and email recovery processes.
  • Troubleshoot and configure basic computer issues and device encryption.
  • Support smartphone and hotspot configurations.
  • Understand concepts related to virtual environments.

Qualifications

  • MCP certification in desktop operating systems is required within the initial months of employment.
  • Additional certifications such as HDI, MCP, ITIL, or CompTIA are advantageous.
  • A two-year degree or at least one year of experience in IT support and customer service is preferred.
  • Experience with ticketing systems is essential.
  • Typing proficiency for accurate service request documentation.
  • Strong verbal and written communication skills for technical information dissemination.
  • Willingness to learn new skills rapidly.
  • Demonstrated responsibility, self-motivation, and flexibility in work habits.
  • Excellent organizational skills and attention to detail.
  • Maintain a positive and ethical work attitude.

Compensation and Benefits

The compensation range for this position is $45,000 to $60,000 annually. Innova Solutions offers a comprehensive benefits package that may include medical and pharmacy coverage, dental and vision insurance, a 401(k) plan, health savings accounts, life insurance, and various types of paid leave.

Company Overview

Innova Solutions, founded in 1998 and headquartered in Atlanta, Georgia, employs approximately 50,000 professionals globally, generating nearly $3 billion in annual revenue. The company provides strategic technology and business transformation solutions, empowering clients to excel in their respective fields.



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