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Technical Support Representative

2 months ago

Conyers, Georgia, United States Alacrity Solutions Full time
Job Overview

Position: IT User Support Specialist

Alacrity Solutions stands as a premier provider of comprehensive insurance claims, repair, and recovery services. As a leading independent entity in North America, we specialize in managing property, auto, heavy equipment, and casualty claims. Our extensive range of services includes staffing solutions, temporary housing, managed repair networks, and subrogation, ensuring a seamless experience from the initial report of loss to the completion of repairs.

Role of the IT User Support Specialist

The IT User Support Specialist is tasked with delivering technical support and guidance to users and organizations reliant on technology. This role involves addressing user inquiries and ensuring timely resolution of requests. Specialists must engage with customers, accurately diagnose issues, and guide them through troubleshooting processes. Administrative responsibilities include maintaining documentation, processing equipment orders, and overseeing departmental assets.

Key Responsibilities:

  • Handle incoming calls from users seeking assistance and create tickets in the issue tracking system to document requests and their status.
  • Monitor the issue tracking system to keep track of unresolved requests.
  • Engage users with questions to accurately identify the problem.
  • Guide customers through recommended troubleshooting steps.
  • Install, troubleshoot, and repair hardware such as computers and telephony equipment, along with enterprise software.
  • Educate end users on new hardware and software.
  • Provide support for printing and imaging tasks.
  • Research and manage equipment orders, software requests, and returns.
  • Document new equipment in inventory management systems and conduct regular audits.
  • Manage user account modifications in various applications.
  • Oversee dial plan adjustments in the cloud-based phone system.
  • Communicate customer feedback and concerns to team members and management.
  • Perform additional duties as assigned by the IT Operations Manager.

Qualifications:

  • Associate degree or a minimum of 2 years of college coursework in computer science, management information systems, or a related field is required; a Bachelor's Degree is preferred.
  • 1-3 years of experience in customer service is essential; experience in an IT setting is highly valued.
  • Prior experience in a Help Desk or similar support role, particularly with Windows systems, is advantageous.
  • Familiarity with various computer systems, hardware, software, and peripherals is necessary.
  • Strong verbal and written communication skills are required.
  • Commitment to excellent customer service and the ability to handle conflicts diplomatically.
  • Ability to quickly learn new technologies and assist others in their understanding.
  • Willingness to collaborate within a team environment.
  • Capability to remain composed under pressure and meet deadlines.
  • Proficiency in conveying technical concepts to diverse audiences.
  • High level of discretion and confidentiality.
  • Adaptability in problem-solving and responsiveness to changing situations.
  • Ability to identify, analyze, and resolve end-user issues.

Physical and Mental Requirements:

The physical demands of this role include regular sitting and communication, with occasional standing, walking, and manual handling. The ability to read and interpret reports and documents is essential, along with the capacity to lift up to thirty (30) pounds periodically.

Compensation:

  • Salary up to $45K

Employment Specifics:

  • Full-Time Position
  • Standard Working Hours: Monday to Friday, 8 AM to 5 PM

Benefits:

  • Comprehensive benefits package including medical, dental, vision, and life insurance.
  • 401K plan options and paid time off.
  • Employee Assistance Program and HSA Bank with high deductible health plan options.

Equal Opportunity Employer:

Alacrity Solutions is committed to fostering a diverse and inclusive workplace, free from discrimination and harassment. All employment decisions are made based on qualifications and business needs.