IT Technical Support Specialist
IT Technical Support Specialist
Job Category : Information Technology Requisition Number : ITTEC01414 Showing 1 location Job Details
Description
The IT Technical Support Specialist will provide technical support to internal staff. The successful candidate will require an aptitude for working with applications / systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues.
There is also a range of administration duties within this role. Coverage includes remote users at other offices and home workers.
Responsibilities :
- Address user tickets regarding hardware, software, and networking
- Installing and configuring computer hardware, software, systems, networks, printers and scanners
- Troubleshoot and resolve issues with software or hardware
- Monitoring and maintaining computer systems and networks
- Ensure security and privacy of networks and computer systems
- Responding in a timely manner to service issues and requests
- Providing technical support across the company (this may be in person or over the phone)
- 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as cellphones, Laptops, PCs and Printers
- Ask targeted questions to diagnose problems
- Guide users with simple, step-by-step instructions
- Conduct remote troubleshooting
- Maintaining an Asset Database and track changes
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
- To maintain a high degree of customer service for all support queries and adhere to all service management principles
- Publishing support documentation to assist staff with requests for information & provide staff training if required
- Report customer feedback and potential product requests
- Help create technical documentation and manuals
Skills
- Proven work experience as a Desktop Support Specialist, Technical Support Engineer, or similar role
- Hands-on experience with Microsoft Windows environments
- Working knowledge of office automation products and computer peripherals, like printers and scanners
- Knowledge of network security practices and anti-virus programs
- Ability to perform remote troubleshooting and provide clear instructions
- Excellent problem-solving and multitasking skills
- Customer-oriented attitude
- Technical, logical thought process
- Problem solving skills
- Working knowledge and expertise with a variety of software, hardware and applications
Requirements :
- Excellent communication skills and telephone manner
- Excellent organizational skills
- 3 years previous IT Support Experience
- Incident Management experience Managing incidents including business expectations and communication
- You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
- Travel to remote offices / states required on occasion
Qualifications
Skills
Behaviors
Motivations
Education
Experience
Licenses & Certifications
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