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IT Support Specialist
2 months ago
We are seeking a highly skilled and experienced IT Support Specialist to join our team at Fagron Sterile Services. As a key member of our IT department, you will be responsible for providing top-notch technical assistance and support for our computer systems, hardware, and software.
Key Responsibilities:- Provide first-level technical support to users, resolving queries and issues in a timely and professional manner.
- Escalate unresolved queries to the next level of support, ensuring prompt and efficient resolution.
- Track, route, and redirect problems to the appropriate resources, ensuring effective issue resolution.
- Keep customer data updated and produce clear, accurate activity reports.
- Guide customers through problem-solving processes with patience and clarity, ensuring customer satisfaction and problem resolution.
- Follow up with customers to ensure satisfaction and problem resolution, exceeding customer expectations.
- Ensure proper recording, documentation, and closure of tickets, maintaining accurate and timely reports.
- Document knowledge in the form of knowledge base tech notes and articles, sharing expertise with the team.
- Proven experience in providing help desk support, with a strong background in technical troubleshooting and problem-solving.
- Proficiency in English, with excellent communication and client-facing skills.
- Working knowledge of help desk software, databases, and remote-control tools, with experience in a corporate or similar environment.
- Strong analytical and problem-solving skills, with the ability to work independently and manage time effectively.
- Associate degree in Information Technology, Computer Science, or equivalent, with 2 or more years of customer service experience.
- Experience in a Windows environment, with a basic understanding of networking principles and Microsoft operating systems.
- Ability to image machines and familiarity with Microsoft Intune, with experience working with office management software.
- Strong customer service orientation, with a focus on delivering exceptional customer experiences.
We offer a fun, vibrant office environment where collaboration and creativity thrive. Our team is dedicated to delivering exceptional results, and we are committed to fostering a positive and engaging workplace culture.
What's on Offer:- Competitive salary and bonus program.
- Health, vision, and dental insurance.
- Company-paid life insurance.
- Generous paid holidays.
- Paid volunteer time.
- Generous paid time off and rollover.
- Company matching 401K and retirement savings plans.
- Employee assistance program.
- Flexible working arrangements.
