IT Support Specialist
2 months ago
SourcePro Search is excited to present an exceptional opportunity for a skilled Desktop Support Analyst within a prestigious legal firm. This role involves providing comprehensive technical assistance for various end-user devices, including hardware and software support for PCs, laptops, IP telephones, and mobile devices.
Key Responsibilities:
- Respond to incoming technical support requests from users via phone and email in a professional manner, ensuring all inquiries are documented and appropriate escalation procedures are adhered to.
- Maintain up-to-date status and resolution information in the ticketing system, ensuring compliance with service level agreements by regularly reviewing the Help Desk inbox and ticket statuses.
- Collaborate with relevant IT teams to escalate issues and work towards effective resolutions.
- Enhance the Help Desk knowledge base with accurate and current information.
- Diagnose and resolve issues related to Windows-based workstations, custom applications, email systems, network connectivity, and peripheral devices.
- Address software issues on both Android and Apple iOS platforms.
- Maintain a high level of expertise in operating systems, standard applications, and hardware solutions.
- Work additional hours as necessary and undertake other assigned responsibilities.
Qualifications:
- A college degree in a technology-related field is preferred.
- A minimum of three years of professional experience in supporting end-user equipment in a high-demand corporate or legal environment.
- Exceptional customer service and communication skills, with a strong emphasis on teamwork.
- A solid understanding of PC hardware and peripheral devices, Active Directory, standard operating systems (Windows 7/10), and Microsoft Office applications.
- Experience in supporting mobile technologies, specifically iOS and Android.
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