Technical Support Specialist

1 month ago

Chicago, Illinois, United States Pierce Technology Corp Full time
Position Overview

The Helpdesk Analyst at Pierce Technology Corp plays a crucial role in ensuring the smooth operation of our IT services. This position involves managing a variety of user requests with varying levels of urgency and deadlines.

Key Responsibilities
  • Provide expert technical support and assistance for incoming inquiries and issues related to computer systems, software applications, and hardware components.
  • Respond to user queries in person or via telephone, ensuring clear communication and effective resolution.
  • Act as a primary escalation point for vendors and managed service providers, facilitating efficient problem resolution.
  • Monitor and maintain the daily performance of computer systems to ensure optimal functionality.
  • Address email inquiries from users seeking assistance, providing timely and effective solutions.
  • Guide users through the troubleshooting process, ensuring they understand each step.
  • Install, modify, and repair computer hardware and software, with the capability to lift and move equipment weighing up to 50 lbs.
  • Utilize diagnostic tools to identify and resolve technical issues.
  • Resolve technical challenges remotely across Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Follow up with users to confirm that issues have been satisfactorily resolved.
  • Generate reports to identify recurring malfunctions and areas for improvement.
  • Maintain the ability to sit for extended periods while performing job duties.
Qualifications
  • Proficient in Microsoft Office 365 and Microsoft Teams.
  • In-depth knowledge of desktop computer hardware and the Windows 10 operating system.
  • Experience in guiding end users through the setup of PC hardware.
  • Familiarity with transferring data and user profiles to new PC hardware.
  • Experience with patch management systems; familiarity with Quest KACE is a plus.
  • Knowledge of Mobile Device Management, with experience in MaaS360 preferred.
  • Experience working with Android and iOS mobile devices.
  • Proficient in remote troubleshooting of software, hardware, printers, and networking issues.

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