IT Support Specialist
4 weeks ago
Job Title: IT Support Specialist
Job Summary:
The IT Support Specialist will provide timely and professional resolution of user requests for help and other services. They play a crucial role in providing technical support for end users and ensuring smooth operations for the client's organization.
Key Responsibilities:
- Provide professional and friendly support consistently via telephone, email, chat, and remote connections.
- Identify and communicate issues clearly to the customer, indicating specifics on the issue, and what was the resolution to the issue.
- Create and manage tracking tickets according to Service Desk standard operating procedures.
- Triage, diagnose, and resolve computer hardware and software issues.
- Resolve issues where possible and assign issues to the correct support team when resolution is not possible.
- Execute standard escalation procedures based on issue priority.
- Tracking recurring problems and escalating them to management in a timely manner.
- Coordinate the installation of hardware and software.
- Contribute to all Service Desk process and technical documentation.
- Participate in Quality Assurance by calling clients a ticket is closed to ensure that they are satisfied with the service.
- Available 24/7 to respond to emergency situations.
Requirements:
- Excellent customer service and interpersonal skills.
- Ability to communicate via email and tickets in English.
- Highly self-motivated and detail-oriented.
- Ability to effectively prioritize and multi-task in a high-pressure environment.
- Strong background in Windows client operating systems, standard desktop applications, and user account management.
- Working knowledge of network support issues.
- Working knowledge of remote working systems and support.
- Ability to work in a team-oriented collaborative environment.
- At least 1 year of Service Desk Experience required, 2 or more years preferred.
- At least 2 years of Customer Service experience required, 3 or more years preferred.
- Ability to install, configure, and troubleshoot Windows client operating systems.
Benefits:
- Health
- Dental
- Vision
- 401k
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