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Technical Support Specialist

2 months ago

Fort Worth, Texas, United States MetroSys Full time
Job Overview

Position Summary: We are looking for a dedicated Technical Support Specialist to provide vital assistance in a dynamic and fast-paced environment. This role is essential for maintaining the efficiency of IT systems and services within our Windows-based infrastructure, leveraging ServiceNow as our main platform for ticketing and service management.

Key Responsibilities:

  1. Technical Assistance:
    • Deliver first-line technical support to users through various channels including in-person, phone, and remote access.
    • Identify and resolve hardware, software, and network challenges associated with Windows operating systems (Windows 10/11) and common office applications.
    • Quickly diagnose and address technical issues related to hardware and software.
  2. ServiceNow Management:
    • Employ ServiceNow to document, monitor, and resolve incidents and service requests.
    • Maintain precise and timely records of all support activities within the ServiceNow system.
    • Assess and escalate issues as needed to ensure prompt resolution and minimal disruption.
  3. User Education and Documentation:
    • Assist in the development and revision of user manuals, documentation, and knowledge base entries.
    • Facilitate training sessions for users on fundamental IT operations and software applications as required.
  4. System Management:
    • Carry out basic system administration duties, including user account management and access control.
    • Support the upkeep of IT inventory and asset management records.
  5. Team Collaboration:
    • Work collaboratively with other IT teams and departments to address escalated issues and enhance overall IT service delivery.
    • Effectively communicate technical concepts to non-technical personnel.

Qualifications:

  • Demonstrated experience as a Helpdesk Technician or in a comparable role within a corporate setting.
  • In-depth knowledge of Windows operating systems and the Microsoft Office Suite.
  • Experience in troubleshooting network connectivity problems.
  • Familiarity with ServiceNow or similar IT service management applications.
  • Strong analytical and communication abilities.
  • Customer-focused mindset with an emphasis on delivering exceptional support services.
  • Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) are advantageous.

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