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Technical Support Specialist
2 months ago
POSITION FUNCTION/OVERVIEW:
This role is essential for facilitating optimal performance across various departments by addressing key performance indicators, executing repairs on computer systems, and conducting thorough technical diagnostics. The individual will support and maintain in-house computing systems, desktops, and peripherals, ensuring timely troubleshooting of issues while providing user training and assistance as necessary.
PRIMARY DUTIES/RESPONSIBILITIES:
- Quickly and effectively monitor and respond to requests received through the IT support channel.
- Address staff inquiries via phone and email.
- Develop comprehensive training materials with visual aids for staff reference.
- Offer technical assistance and support for incoming concerns related to software, hardware, and systems.
- Document internal processes and procedures for future reference.
- Maintain the daily operational performance of computer systems.
- Engage with customers through informed questioning to identify the root causes of issues.
- Collaborate with staff through the problem-solving process, empowering them to resolve similar issues independently in the future.
- Conduct diagnostic tests to troubleshoot and resolve technical problems.
- Perform routine maintenance and cleaning of computer systems.
- Facilitate training for new staff members.
- Report significant and recurring technical issues to the tier-2 support team for further analysis.
- Resolve technical challenges associated with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
- Gather feedback to identify patterns and issues, enabling the creation of FAQs to assist staff in troubleshooting.
QUALIFICATIONS REQUIRED:
- Education/Experience: IT Help Desk/Support – 1 Year (Preferred)
- Strong organizational and time-management skills.
- Familiarity with various computer systems and network infrastructures.
- Knowledge of internet security protocols and data privacy regulations.
SKILLS:
- Excellent verbal and written communication skills.
- Ability to work autonomously as well as collaboratively within a team.
- Proficient in managing multiple tasks and setting priorities effectively.
- Capability to handle sensitive and confidential information with discretion.
- Strong attention to detail and thoroughness in work.
- Understanding and adherence to safety protocols.
- Ability to thrive in a fast-paced, dynamic work environment.
- Maintain professional boundaries in all interactions.