Job Overview
We are seeking a dynamic and proactive Technical Support Specialist to join our innovative IT team. In this role, you will be the frontline problem solver, providing exceptional technical assistance to users across various platforms and devices. Your expertise will ensure seamless operation of hardware, software, and network systems, empowering our teams to perform at their best. This position offers an exciting opportunity to troubleshoot complex issues, optimize IT infrastructure, and deliver outstanding customer service in a fast-paced environment. If you thrive on solving technical challenges and enjoy helping others succeed, this is the perfect role for you!
MAJOR ACCOUNTABILITIES \ ESSENTIAL FUNCTIONS:
1. Serves as a support specialist in the areas of desktop operating systems, communications software, workstation hardware, and the integration and interoperability of these. Includes taking customer calls resolving and responding to customers' I/T requests, following up on open requests, documenting, and ensuring customer satisfaction.
2. Performs root cause data analysis, participate on new product / version implementations, and work on prevention efforts in the areas of desktop operating systems, communications software, workstation hardware, network and problem isolation.
3. Communicates information regarding desktop operating systems, communications software, workstation hardware, network, and problem isolation.
4. Enters and responds to help desk tickets and calls. Follows through on each call to resolution. If after exhausting all resources including, peers and vendors, the problem cannot be resolved, notify management for escalation.
5. Ensures all calls and tickets are handled in an orderly and efficient manner.
6. Responsible for customer satisfaction.
7. Installs and configures hardware/software for customers.
8. Makes changes to network wiring in the wiring closets (e.g. patching in a connection).
9. Provides technical assessments for customers with special I/T needs.
MINIMUM QUALIFICATIONS:
1. Strong communication skills: listening, questioning / probing, can communicate technical information in an easy-to-understand manner, both written and oral, and willing to share information.
2. Demonstrated above average interpersonal skills: telephone skills, able to handle conflict, able to negotiate.
3. High level understanding of general business functions and ability to discern impact of request / problem on the business.
4. Demonstrated strong customer service ethic. Must be available as scheduled to manage customer requests.
5. Demonstrated strong analytical and problem-solving skills across multiple facets of the workstation and client/server environment
6. Ability to use available reference material to provide answers / resolve requests.
7. Demonstrated ability to work in a team environment.
8. In-depth technical skills in the following:
¨ Broad range of hardware and software
¨ Desktop operating systems, office automation and communication software
¨ Detailed understanding of networking hardware and software
¨ Detailed understanding of printers
9. Broad knowledge of I/T functions.
DESIRED QUALIFICATIONS:
1. 2-3 years’ experience providing support in an IS/IT problem resolution environment.
2. Ability to generate creative ideas to improve the problem resolution process.
3. Completion of advanced courses or certification in advanced problem resolution / isolation:
¨ CompTIA A+ Certification or equivalent experience
¨ CompTIA Security+ Certification or equivalent experience
¨ CompTIA Network+ Certification or equivalent experience
4. Demonstrated creativity in solving complex technical problems.
5. Demonstrated willingness to help develop skills of others, transfer knowledge, and mentor teammates.
6. Experience using Zen Desk or similar ticketing system.
Join us in delivering top-tier IT support that keeps our operations running smoothly! We value energetic individuals who are eager to learn, adapt quickly, and make a positive impact through their technical expertise. If you're passionate about technology support with a customer-first mindset, we want to hear from you!
Pay: $20.00 - $24.00 per hour
Benefits:
- Flexible schedule
- Paid time off
Experience:
Location:
- Seneca, SC 29678 (Preferred)
Work Location: In person
