Technical Support Specialist - Memphis, TN

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Technical Support Specialist

Overview :

iConvergence is seeking a skilled and customer-focused Technical Support Specialist to join our team. In this role, you will be the first point of contact for customers experiencing IT-related challenges, providing timely and effective solutions over the phone and, when necessary, on-site. If you have a knack for troubleshooting, a solid foundation in IT, and a passion for helping people, we'd love to hear from you!

Location : Houston, TX and Memphis, TN

Employment Type : Full-Time; On-Site, Not Remote

Reports To : IT Support Manager

Key Responsibilities :

• Customer Support : Answer incoming phone calls from customers, addressing technical inquiries and resolving IT issues related to PCs, operating systems (primarily Windows), and common Windows applications (e.g., Microsoft Office, email clients).
• Troubleshooting : Diagnose and resolve basic hardware and software problems, including system crashes, application errors, and performance issues.
• Network Connectivity : Troubleshoot basic network connectivity problems, both hardwired (Ethernet) and wireless (Wi-Fi), ensuring customers can access critical systems and resources.
• On-Site Assistance : Travel to customer locations as needed to provide hands-on support for issues that cannot be resolved remotely, such as hardware repairs or complex network setups.
• Documentation : Log all support interactions, including problem details, troubleshooting steps, and resolutions, in our ticketing system to maintain accurate records.
• Customer Education : Guide customers through step-by-step solutions with patience and clarity, empowering them to resolve minor issues independently when possible.
• Collaboration : Escalate complex issues to senior IT staff or specialized teams while keeping customers informed of progress.

Qualifications :

Strong foundational knowledge of IT, including PC hardware, Windows operating systems (e.g., Windows 10 / 11), and widely used Windows applications.

Why Join Us?

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