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Technical Support Analyst
2 months ago
Excel Total Business is in search of a dedicated and proficient Help Desk Specialist to provide exceptional technical support and assistance to our valued clients. In this pivotal role, you will be instrumental in ensuring the seamless operation of our clients' IT infrastructures.
Key Responsibilities
- Deliver first-tier support and resolve issues for clients through various communication channels, ensuring prompt and effective solutions.
- Identify and troubleshoot hardware and software challenges, meticulously documenting the processes and providing clear information to assist clients further.
- Set up, configure, and maintain both hardware and software, ensuring they are compatible with client systems.
- Work collaboratively with colleagues to escalate and resolve intricate technical problems swiftly.
- Guide clients in utilizing different software and hardware systems, empowering them to enhance their productivity.
- Address IT emergencies and on-call requests, swiftly resolving critical technical challenges to reduce downtime.
- Keep precise records of client interactions, including technical details and solutions provided, utilizing our ticketing system.
- A Bachelor's degree in Computer Science, Information Technology, or a related discipline.
- Demonstrated experience in a similar capacity, providing technical support and troubleshooting services.
- Strong analytical and problem-solving abilities, capable of diagnosing and resolving complex issues methodically.
- Excellent communication skills, both written and verbal, to convey technical information effectively to non-technical clients.
- Comprehensive knowledge of Microsoft Windows operating systems, particularly Windows 10 and Windows Server.
- Familiarity with Active Directory, Group Policy, and networking protocols.
- Experience in supporting commonly used business applications such as Microsoft Office Suite, antivirus solutions, and remote access tools.
- Exceptional customer service skills, with a friendly and understanding approach to client interactions.
- Able to thrive in a collaborative and fast-paced work environment.
- Professional certifications, such as CompTIA A+ or Microsoft Certified Desktop Support Technician (MCDST), are highly regarded.
- Comprehensive Health Care Plan (Medical, Dental & Vision)
- Life Insurance Options (Basic, Voluntary & AD&D)
- Flexible Work From Home Opportunities
- Access to Wellness Resources
