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Technical Support Specialist

2 months ago

Westchester, Illinois, United States Middleground Full time
Position Overview

As a **Technical Support Specialist** at **Middleground**, you will be instrumental in delivering exceptional technical assistance and support to our clientele. Your primary responsibilities will include addressing customer inquiries, diagnosing technical challenges, and escalating issues when necessary. This role is an excellent opportunity for individuals looking to embark on a career in the IT sector, gaining exposure to diverse technologies and client environments.

Key Responsibilities:

  1. Client Assistance: Deliver outstanding customer service and technical support to clients through various communication channels.
  2. Support Management: Record, monitor, and manage incoming support requests using ticketing systems, ensuring prompt resolution and proper documentation.
  3. Troubleshooting: Identify and resolve hardware, software, and network-related issues for end-users, adhering to established protocols and best practices.
  4. Issue Escalation: Forward complex or unresolved issues to senior technicians or relevant internal teams while maintaining effective communication with clients.
  5. Client Updates: Keep clients informed about the progress of their support requests and provide timely updates throughout the resolution process.
  6. User Administration: Assist in managing user accounts, permissions, and access levels as needed.
  7. Software Management: Support the installation, configuration, and updates of software applications on client systems.
  8. Hardware Support: Aid in hardware deployment, replacement, and maintenance tasks.
  9. Documentation: Create and maintain accurate records, documentation, and knowledge base articles for frequently encountered issues and solutions.
  10. Proactive Monitoring: Engage in monitoring systems and networks to identify potential issues and escalate them before they escalate into critical problems.
  11. Continuous Learning: Stay informed about the latest industry trends, technologies, and certifications relevant to the role.

Required Skills and Qualifications:

  • Educational Background: High school diploma or equivalent. Relevant certifications or degrees in IT or related fields are advantageous.
  • Technical Acumen: Basic understanding of computer hardware, operating systems (Windows, macOS), and common software applications.
  • Communication Skills: Excellent verbal and written communication abilities, with the capacity to convey technical concepts clearly and concisely.
  • Analytical Skills: Strong analytical and problem-solving capabilities to efficiently diagnose and resolve technical issues.
  • Customer Service Orientation: Proven ability to provide exceptional customer service and manage client inquiries in a professional and friendly manner.
  • Team Collaboration: Willingness to work collaboratively with team members, accept feedback, and contribute to a positive team atmosphere.
  • Time Management: Ability to prioritize tasks effectively and manage time efficiently to meet service level agreements (SLAs).
  • Adaptability: Openness to learning and adapting to new technologies and procedures in a dynamic environment.
  • Certifications: Industry certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar are considered a plus.

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