Technical Support Specialist

3 weeks ago

Scottsdale, United States The Intersect Group Full time

Job Title: Technical Support Specialist

Schedule: Hybrid 3 days on-site, 2 days remote

Duration: 6 month contract to hire


Job Description:

The Technical Support Specialist is responsible for providing technical assistance and support to clients and end-users experiencing technical issues with software, hardware, or other technology products. This position plays a crucial role in ensuring that users can effectively utilize technology products and services, resolving issues promptly and efficiently.


Responsibilties:

• Respond to Technical Inquiries: Receive and respond to technical support inquiries via various channels such as phone, email, TEAMS/chat, or in-person. Troubleshoot issues reported by users, identify root causes and provide timely resolutions or workarounds.

• Remote Assistance: Utilize remote desktop tools (Kaseya and TeamViewer) and

troubleshooting techniques to assist users remotely in resolving technical issues. Provide step-by-step guidance and instructions to users to troubleshoot and resolve problems independently when possible.

• Escalation Management: Escalate unresolved or complex technical issues to appropriate internal teams, such as Tier 2 support or 3rd party managed service provider (MSP,) for further investigation and resolution. Follow escalation procedures and ensure timely communication with users regarding the status of their inquiries.

• Employee Onboarding: Perform initial setup of computers, user accounts in various software systems, group memberships, data access permissions, and coordination of laptop shipping.

• Ensure work is being carried out in a timely and proper fashion and per stated service level agreements (SLAs).

• Oversee user system account additions, moves, and changes.

• Perform other duties or special projects, as required, in support of the department's goals.

• Responsible for maintaining an accurate inventory of computers, hardware, and software ensuring compliance with all internal policies and external licensing requirements.


Requirements:

• Bachelor’s degree. in Information Technology, Computer Science or related field preferred.

• Minimum of three years experience in technical support or customer service role, preferably in a technology-driven environment.

• Strong understanding of computer systems, software applications, networking concepts, and hardware components.

• Working knowledge of Windows 10, Windows 11, Mac OS, Office 365, and its administrative functions.

• Working knowledge of Active Directory, Azure/Entra ID, and user and group security.

• Must possess exceptional organization, communication, analytical, and time management skills.

• Proficiency in troubleshooting technical issues and providing effective solutions to end-users.

• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely.

• Customer-focused mindset with a passion for delivering exceptional support experiences.

• Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities effectively.

• Familiarity with ticketing systems, remote desktop tools, and other support software applications.

• Excellent interpersonal skills.

• Ability to communicate effectively with end users in non-technical terms.

• Must be able to work well with minimal supervision and work well with individuals of all levels of technical experience.

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