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IT Support Specialist

2 months ago

WinstonSalem, North Carolina, United States Axiom Technologies Full time

Axiom Technologies stands as a premier Global IT Services partner, dedicated to serving medium to large-scale enterprises. For further insights into our operations, please explore our website.

Axiom Technologies is committed to fostering an inclusive workplace and encourages applicants from diverse backgrounds and genders to apply, including Aboriginal and Torres Strait Islander candidates.

Key Responsibilities:

  • Investigate and determine solutions for software and hardware challenges.
  • Identify and resolve technical issues, including user account setup and network configurations.
  • Engage with clients through targeted inquiries to swiftly uncover the underlying problem.
  • Monitor and track computer system issues until resolution, adhering to established timeframes.
  • Guide clients through a series of troubleshooting steps via phone, email, or chat until their technical issues are resolved.
  • Effectively escalate unresolved matters to the appropriate internal teams (e.g., software developers).
  • Deliver timely and precise feedback to customers.
  • Utilize internal databases or external resources to provide accurate technical solutions.
  • Ensure comprehensive logging of all issues.
  • Manage and prioritize multiple open issues simultaneously.
  • Follow up with clients to confirm their IT systems are fully operational post-troubleshooting.

Technical Skills and Experience:

  • Preferred Experience:
  • Experience in the healthcare sector is advantageous but not mandatory.
  • Possession of a vehicle for travel to various sites is required.
  • Availability to work in a shift roster (morning, afternoon, and night shifts).
  • Proficient in troubleshooting various computer operating systems (Windows 7/8 and 10).
  • Experience in hardware and software installation, with familiarity in deployment tools such as SCCM.
  • Basic understanding of Standard Operating Environment (SOE) and group policies.
  • Printer support experience.
  • Strong knowledge of MS Office tools installation and troubleshooting.
  • Exceptional customer service and interpersonal skills.
  • Field experience in supporting a range of technologies and services.
  • Advanced technical skills, particularly in troubleshooting Windows, Apple, and virtual operating systems.
  • Ability to manage time and resources effectively to meet or exceed expectations in high-pressure situations while maintaining professionalism.

Personal Attributes:

  • Outstanding end-user computing skills.
  • Solid understanding of infrastructure support.
  • Strong analytical and problem-solving skills.
  • Highly organized and detail-oriented.
  • Commitment to excellent customer service and effective communication skills, both verbal and written.
  • Passionate about delivering quality in all tasks.
  • Able to work independently as well as collaboratively in a team environment.
  • Self-motivated with a drive to innovate and think creatively.
  • Preference for solutions that are straightforward, elegant, and effective.
  • Ability to handle and maintain confidential information.

In-depth Knowledge of:

  • Windows operating systems (e.g., XP, Vista, Windows 7, 10).
  • Microsoft Office applications.
  • PC and laptop hardware.
  • PC and laptop peripherals, including printers.
  • Mobile devices.

Basic Knowledge of:

  • Active Directory.
  • Exchange.
  • Apple operating systems.
  • SCCM.

Relevant Experience:

  • Minimum of 2 years in a similar role.

Next Steps:

If you are seeking a new challenge in your career, we invite you to consider this opportunity.