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Technical Support Specialist

2 months ago

Atlanta, Georgia, United States Resolution Technologies, Inc. Full time

IT Help Desk Support Specialist Position Overview

Resolution Technologies, Inc. is looking for a skilled IT Help Desk Support Specialist to join our dedicated team. This role involves providing comprehensive support to internal users, both in-person and remotely, while effectively managing and resolving incidents and requests through our ticketing system.

Key Responsibilities of the IT Help Desk Support Specialist


• Incident Management: Efficiently prioritize and address incidents and service requests utilizing our ticketing system.


• User Support: Deliver assistance to both walk-in and remote users, guiding them through the resolution of their IT challenges.


• Phone Support: Respond to phone inquiries promptly, providing immediate assistance and resolving issues or directing calls as needed.


• Customer Engagement: Maintain a high standard of customer service, ensuring a positive experience for all users.


• Technical Troubleshooting: Identify and resolve technical issues swiftly, escalating more complex problems when necessary.


• Documentation: Keep detailed records of all incidents, requests, and resolutions within the ticketing system.


• Team Collaboration: Collaborate with fellow IT team members to ensure effective support and knowledge sharing.


• On-Site Availability: Be present in the office during standard business hours to assist users in person.

Required Qualifications


• Demonstrated experience in a similar IT support or service desk role.


• Minimum of 2 years of experience in technical support.


• Proficient in using ticketing systems for incident and request management.


• Strong communication and interpersonal skills.


• Excellent problem-solving capabilities and technical troubleshooting expertise.


• Ability to thrive in a fast-paced environment with diverse user needs.


• Commitment to delivering exceptional customer satisfaction.

Preferred Qualifications


• Relevant technical certifications such as A+, Network+, or Security+ are preferred, or at least 2 years of experience in a service desk role.


• Familiarity with remote support tools and methodologies.