Technical Support Specialist

3 days ago


IL United States Global Channel Management Full time
About the Job

Global Channel Management is seeking a skilled Help Desk Support professional to join our team.

Key Responsibilities
  • Provide exceptional customer support for desktops, laptops, email, VPN, connectivity, hardware, and printing in a fast-paced corporate environment.
  • Log calls into the problem tracking system and resolve 1st and 2nd level incidents, analyzing problems for routing to backline support when necessary.
  • Collaborate with backline teams and operations to prevent problems, facilitate resolution, and deliver outstanding customer service.
  • Offer technical advice, guidance, and informal training to customers using hardware and software programs.
  • Troubleshoot and restore routine technical service and equipment problems by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures.
  • Develop checklists for typical problems and recommend procedures and controls for prevention.
  • Maintain knowledge databases and call tracking systems to enhance problem resolution quality.
  • Work in a team setting, sharing information and assisting others with calls.
Requirements
  • 3+ years of experience in a help desk or technical support role.
  • Hybrid, desktop support, help desk, technical support, onsite, and IT experience.


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