Technical Support Specialist

3 weeks ago


Arlington, Virginia, United States Workforce Solutions for Tarrant Co. Full time

We are seeking a skilled Technical Support Specialist to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.


An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.

They must also be customer-oriented and patient to deal with difficult customers.



Key Responsibilities:

Serve as the first point of contact for customers seeking technical assistance over the phone or email

Perform remote troubleshooting through diagnostic techniques and pertinent questions

Determine the best solution based on the issue and details provided by customers

Walk the customer through the problem-solving process

Direct unresolved issues to the next level of support personnel

Provide accurate information on IT products or services

Record events and problems and their resolution in logs

Follow-up and update customer status and information

Pass on any feedback or suggestions by customers to the appropriate internal team

Identify and suggest possible improvements on procedures

Basic active directory management and basic network support

Assists with in-office inventory management, hardware provisioning, and basic hardware physical repair.


This role is a supportive role, in which the employee will take on tasks assigned by Tier 2 and Tier 3 techs.



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