Technical Support Specialist

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.
17 days ago