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Technical Support Specialist
2 months ago
Salary: Competitive
General Summary:
The IT Support Technician is accountable for delivering technical support and assistance concerning various devices, including laptops, smartphones, tablets, and software applications. This role involves responding to user inquiries through a ticketing system, facilitating the setup and deployment of new technology, managing a fleet of mobile devices, and providing training on software usage.
Key Responsibilities:
- Deliver technical support for incoming requests and issues related to computers, software, hardware, printers, mobile devices, and other technological equipment.
- Address user requests in person or via phone communication.
- Contribute to the development of knowledge bases and training materials.
- Educate users on the functionality of their equipment.
- Respond to inquiries through the ticketing system as assigned.
- Pose specific questions to accurately identify the nature of issues.
- Guide users through troubleshooting processes when resolving issues remotely.
- Install, modify, and repair computer hardware and software as needed.
- Conduct routine maintenance on laptops, printers, and mobile devices.
- Utilize diagnostic tools to troubleshoot and resolve issues.
- Address basic problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems, escalating more complex issues to the Network Administrator.
- Install peripherals for users as required.
- Perform additional duties as assigned.
Required Knowledge:
Proficiency in:
- Microsoft Windows 10 and 11
- Microsoft Office 365, Intune, Azure Portal
- iOS & Android mobile device support
- Understanding of Firmware, BIOS, and Drivers for printers and graphics
Ability to effectively research and resolve compatibility issues between hardware and software.
Education and Experience:
- Associate's Degree in Information Technology or equivalent training/experience
- Strong aptitude for technology
- Excellent computer proficiency
- Experience in Help Desk Support for a minimum of 2 years
Professional Skills:
- Demonstrated ability to work independently and collaboratively
- Strong communication skills, both written and verbal
- Effective organizational, multitasking, and time-management abilities
Work Schedule: Standard business hours, Monday through Friday.
Employment Status: Non-Exempt, Hourly
