Summary:
Provides technical assistance and support to end users for computer hardware, software, and systems. Responds to inquiries, troubleshoots and resolves technical issues, and escalates complex problems as needed. Documents and tracks issues to ensure timely resolution and customer satisfaction. May also assist with software installations, upgrades, and training for end users. Excellent communication and customer service skills are essential for this role.
Essential Duties and Responsibilities
The essential functions include, but are not limited to the following:
Description
• Provide first-level technical support to customers via phone, email, and chat
• Troubleshoot and resolve software-related issues reported by customers
• Document and track customer inquiries using our ticketing system
• Ensure proper recording, documentation, and closure
• Assist in implementing ticketing system
• Collaborate with internal teams to escalate and resolve complex technical issues
• Assist associates in navigating our software applications and provide helpful guidance
• Contribute to the development and maintenance of a knowledge base for customers and internal teams
• Recommend and implement procedure modifications or improvements
• Maintain a high level of professionalism and always provide excellent customer service
• Follow up with customers, provide feedback and see problems through to resolution
Minimum Qualifications
• Bachelor’s degree in IT, computer science, a related field or equivalent experience
• 4+ years’ experience in a help desk or technical support role
• Strong knowledge of computer software, operating systems, and networking
• Working knowledge of help desk software, databases and remote control
• Excellent communication skills, both written and verbal
• Ability to effectively troubleshoot and resolve technical issues to completion
• Advanced troubleshooting and multi-tasking skills
• Detail-oriented with strong problem-solving skills
• Ability to work independently and as part of a team in a fast-paced environment, taking direction from both CIO and more experienced engineers
• Customer-focused with a friendly and patient demeanor
• A security-first mindset
Preferred Qualifications
• Professional certifications like Comp TIA A+, CompTIA Network+, Google IT Support Professional Certificate, Cisco Certified Network Associate (CCNA), etc. (any Information Security certification)
Licenses/Certifications
• Comp TIA A+, CompTIA Network+, Google IT Support Professional Certificate, Cisco Certified Network Associate (CCNA)
Similar or Preceding Titles in the Market
IT Support Specialist, Systems Support Administrator, Technical Support Engineer, Systems Help Desk Analyst, IT Operations Specialist, Support Systems Administrator, Help Desk Systems Manager, IT Infrastructure Support Technician, Systems Help Desk Coordinator, Technical Operations Support Specialist
