Technical Support Specialist

1 week ago

New York, New York, United States Velocity Search Group Full time

Position Overview
Velocity Search Group is seeking a dedicated Technical Support Specialist to join our dynamic team. This role is essential in providing exceptional support to our Global Technology Services department, ensuring a seamless experience for our users.

Key Responsibilities

  • Engage daily with customers, including senior management, to address their technical needs.
  • Log and manage incoming requests through various channels, including phone, email, and in-person interactions.
  • Deliver first and second-level support for a range of technical issues, minimizing downtime and adhering to service level agreements.
  • Utilize our service management system to track, escalate, and resolve inquiries efficiently.
  • Maintain clear communication with customers regarding the status of their requests.
  • Identify complex issues and escalate them to higher-level support as necessary.
  • Collaborate with third-party vendors and internal resources to ensure timely resolution of incidents.
  • Document technical procedures and maintain up-to-date knowledge of supported systems and applications.
  • Participate in initiatives aimed at enhancing the effectiveness of the Service Desk.
  • Provide offsite support as needed and assist with after-hours on-call duties.

Qualifications
  • Ability to thrive in a fast-paced, high-pressure environment.
  • Technical certifications in relevant areas (e.g., A+, ITIL) are preferred.
  • Strong oral and written communication skills, coupled with excellent time management.
  • Exceptional customer service abilities.
  • Physical capability to lift 35 lbs and work in various positions.
  • Flexibility to work shifts as required.
  • Proven ability to work independently and collaboratively within a team.
  • Capacity to maintain composure during challenging situations.

Technical Skills
  • Proficient in installing, configuring, and supporting Microsoft Windows 10 and macOS X operating systems.
  • Experience with Microsoft Office Suite, including Outlook, PowerPoint, Teams, OneDrive, and SharePoint.
  • Basic understanding of networking concepts and connectivity.
  • Familiarity with Microsoft Active Directory for user account management.
  • Experience with printer maintenance and repairs.
  • Knowledge of audio-visual systems is a plus.
  • Ability to learn and support proprietary software applications.
  • Familiarity with help desk tools and ticketing systems.

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