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Technical Support Specialist II
2 months ago
The Helpdesk team plays a crucial role in delivering technical support and assistance related to IT systems, hardware, and software applications. This role involves addressing inquiries, executing diagnostic tools, identifying issues, and proposing effective solutions.
Key Responsibilities
- Serve as the initial point of contact for internal stakeholders requiring support with their computing devices, IT infrastructure, or related software.
- Deliver technical guidance and solutions through various communication channels including texts, emails, phone calls, and in-person interactions.
- Handle requests from both onsite and remote users, ensuring secure access via VPN.
- Diagnose, troubleshoot, and resolve technical issues, escalating to senior IT personnel when necessary.
- Maintain and update detailed documentation, including standard operating procedures (SOPs) related to recurring issues.
- Adhere to established run book protocols when addressing inquiries.
- Document all inquiries and issues in the HelpDesk ticketing system for tracking purposes.
- Support the management of technical inventory and asset tracking programs.
- Assist in overseeing services utilized across the organization, such as physical security systems, surveillance cameras, and mobile devices.
- Manage user access to various software applications utilized within the organization, providing basic support as needed.
Qualifications
- Proficient in Microsoft Windows 10/11
- Basic networking knowledge and skills
- Familiarity with Office 365
- Some experience with MacOS is advantageous
- Knowledge of mobile devices (Android/iOS)
- Experience with ticketing systems and ticket triage
- Understanding of VPN client-side configurations
- Strong ability to diagnose and resolve technical challenges
- Customer-focused with a service-oriented mindset
- Experience in installing, configuring, and maintaining various software applications
- Ability to utilize scripts for automation tasks
- Excellent verbal and written communication skills
Additional Information
