Technical Support Specialist

Position Summary:

We are looking for a dedicated Technical Support Specialist to join our IT team. The successful candidate will provide technical assistance to computer system users troubleshoot hardware and software problems and ensure smooth IT operations. The ideal candidate will have excellent problemsolving skills a strong technical background and a passion for delivering outstanding customer service.

Key Responsibilities:

• User Support:
  • Respond to technical support requests from endusers via phone email or inperson.
  • Diagnose and troubleshoot hardware software and network issues.
  • Provide stepbystep guidance to resolve technical problems.
• Technical Assistance:
  • Install configure and maintain computer systems and applications.
  • Assist users with setting up and configuring new hardware and software.
  • Provide training and support for software applications and IT systems.
• Issue Resolution:
  • Escalate complex issues to higherlevel support or specialized teams as needed.
  • Track and document support requests and resolutions in a ticketing system.
  • Follow up with users to ensure issues are fully resolved and provide timely updates.
• System Maintenance:
  • Perform routine maintenance and updates on computer systems and applications.
  • Assist with system backups data recovery and security measures.
  • Monitor system performance and report any anomalies or potential issues.
• Customer Service:
  • Deliver excellent customer service by maintaining a helpful and professional attitude.
  • Communicate technical information clearly and concisely to nontechnical users.
  • Build and maintain positive relationships with users and colleagues.
• Documentation:
  • Create and maintain technical documentation including user guides and FAQs.
  • Document troubleshooting procedures and common solutions for the knowledge base.
  • Provide feedback on recurring issues to help improve processes and systems.

Qualifications:

• Education:
  • Associates or Bachelors degree in Information Technology Computer Science or a related field preferred.
• Experience:
  • Minimum of 2 years of experience in technical support or a related IT role.
  • Experience with help desk software and remote support tools is a plus.
• Technical Skills:
  • Strong knowledge of Windows and/or Mac operating systems.
  • Familiarity with common office software applications (e.g. Microsoft Office G Suite).
  • Basic understanding of networking principles and internet connectivity.
  • Ability to troubleshoot and resolve hardware software and network issues.
• Soft Skills:
  • Excellent communication and interpersonal skills.
  • Strong problemsolving and analytical abilities.
  • Ability to work independently and manage multiple tasks simultaneously.
  • High level of patience and customer service orientation.

Remote Work :

No