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IT Support Specialist
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South Jordan, Utah, United States Russell Tobin Full timeJob Title: IT Service Desk SpecialistLocation: South Jordan, UTPay Rate: $20-21/hrThe IT Service Desk Specialist serves as the primary contact for IT support, providing exceptional customer service by responding to incoming calls, documenting issues, and resolving technical problems efficiently. This role involves troubleshooting enterprise software and...
Technical Support Specialist
2 months ago
Position Title: IT Service Desk Specialist
Location: Remote
Contract Duration: 6 months
Compensation: $21/hr. on W2
The IT Service Desk Specialist serves as the initial point of contact for users reaching out to our IT Service Desk. This role is essential in delivering exceptional customer service, managing incoming inquiries, and documenting all interactions within a call tracking system. Utilizing a knowledge base and personal expertise, the Specialist aims to resolve issues promptly while maintaining a focus on customer satisfaction and efficiency.
Key Responsibilities:
- Exhibit strong customer service abilities to provide telephonic support, including:
- Actively listening to customers to accurately assess their needs
- Demonstrating empathy and urgency in addressing customer concerns
- Producing thorough documentation at the client, problem, and incident levels
- Effectively managing conflicts
- Deliver high-quality technical support for enterprise software and hardware.
- Conduct assessments, triage requests, research solutions, and provide training/education on application software and infrastructure components in a dynamic 24/7 environment.
- Provide after-hours and weekend support as necessary.
- Maintain a detail-oriented approach, ensuring follow-through and teamwork while fostering a positive work atmosphere.
- Apply technical knowledge to support existing systems effectively.
- Ensure a positive customer support experience by building rapport and trust with end users, providing timely resolutions or escalations as needed.
- Collaborate with internal users to offer guidance and support while adhering to professional communication standards.
- Conduct investigations, diagnoses, and resolutions for hardware/software issues.
- Install, modify, and repair computer hardware and software, running diagnostic programs as needed.
Qualifications:
- Exceptional customer service skills are essential.
- Strong communication skills are required.
- Two to five years of relevant experience in a complex, high-tech, and fast-paced environment.
- Preferred experience in a technical support role, though not mandatory.
- High school diploma or GED with relevant work experience is required.
- Aptitude for diagnosing issues in a complex environment and providing swift, effective solutions.
- Self-motivated with the ability to work independently in high-pressure situations.
- Willingness to work flexible shifts, including evenings and weekends.
If you are a dedicated professional with a commitment to delivering outstanding service, we encourage you to consider this opportunity as an IT Service Desk Specialist with Russell Tobin.
Benefits:
Russell Tobin offers eligible employees comprehensive healthcare coverage, including medical, dental, and vision plans, as well as supplemental coverage options, a 401(k) retirement savings plan, life and disability insurance, and various employee assistance programs.
