Client Support Specialist
1 week ago
Provide assistance through helpdesk channels, ensuring users receive prompt support via phone and email. Manage the creation and distribution of support tickets to facilitate efficient resolution by technical teams. Assist in the installation and maintenance of software and hardware across various locations, while contributing to IT project initiatives.
RESPONSIBILITIES & EXPECTATIONS:
- Respond to inquiries via helpdesk communication channels
- Deliver initial support to users
- Identify and resolve user issues
- Assist users with hardware and software utilization
- Support routine IT operations
- Participate in after-hours support rotation
- Escalate complex issues to higher support levels as necessary
- Keep users updated on issue resolution progress
- Meet established service desk performance metrics
- Engage in regional and global projects as assigned
- Document all interactions in the IT ticketing system, ensuring data integrity
- Assist network administrators when required
- Evaluate, troubleshoot, and support various components of client infrastructure, including PC installations, video conferencing, wireless networking, and network-related issues
- Travel may be required, though it will be limited
- Strong communication skills, both verbal and written
- Technical proficiency in areas such as Windows operating systems, O365 suite, iOS, and PC hardware
- Effective organizational abilities
- Analytical and problem-solving skills
- Interpersonal skills conducive to teamwork
- Experience as a Windows AD user administrator
- Basic understanding of networking principles
- Exceptional customer service capabilities
- Knowledge of asset management
- Ability to perform assigned tasks physically
- Capability to access various locations as required
- Ability to work in varying weather conditions and industrial environments
- Primarily office-based work with occasional requirements in other environments
- Exposure to diverse working conditions, including temperature variations and noise
- Physical activities may include standing, walking, balancing, kneeling, reaching, and lifting up to 50 pounds
- High School Diploma or equivalent
- Associate degree in a technical discipline
- Minimum of 2 years in an IT-related role
- 5 or more years in a help desk capacity within an IT environment
Lhoist North America is an equal opportunity employer that values diversity in the workplace. We do not discriminate based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or veteran status. All qualified applicants will be considered for employment without regard to these protected characteristics. We encourage applications from all individuals and are committed to fostering an inclusive environment for everyone.
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