IT Support Specialist
4 weeks ago
At Encore Talent Solutions, we are seeking a highly skilled and motivated Information Technology Technician to join our team. As a key member of our IT Service Desk, you will be responsible for providing technical support and assistance to our end-users, ensuring that they have the necessary tools and resources to perform their jobs effectively.
Key Responsibilities:
- Provide technical support and troubleshooting for a wide range of technical issues and requests from end-users.
- Perform systems administration tasks, including managing Office 365, Active Directory, and workstations across multiple locations.
- Escalate issues through the proper channels, providing detailed information and updates to stakeholders.
- Manage incidents according to urgency and impact, ensuring timely resolution and minimal disruption to business operations.
- Clearly document support issues and resolution steps in our ticketing system, maintaining accurate and up-to-date records.
- Monitor trends from reported incidents to identify potential chronic issues, recommending solutions to prevent future problems.
- Provide excellent customer service, communicating effectively with end-users and stakeholders to ensure satisfaction and resolution.
- Perform additional duties as necessary, supporting the growth and development of our IT Service Desk.
Requirements:
- 1-3 years of experience in a Service Desk, Help Desk, or Support Center environment.
- Proficient technical support skills, with expertise in Dell and Apple hardware, Windows 10, macOS, iOS, and Android devices.
- 3+ years of experience troubleshooting technology-related issues, with a strong understanding of Group Policy, Active Directory, DNS, and DHCP.
- Experience supporting PCs in a Windows Active Directory environment, with a focus on remote support and troubleshooting.
- Ability to work well independently and as part of a team, with excellent written, verbal, and interpersonal communication skills.
Preferred Qualifications:
- 4+ years of experience working as a Service Desk Technician, with a strong track record of success.
- A+ Certification, Network+ Certification, or other relevant IT certifications.
- Associates or bachelor's degree in an IT-related discipline, with a focus on technical support and service management.
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