IT Support 01A26

We are seeking an experienced IT Support specialist who will be responsible for providing technical assistance and support related to computer systems, hardware, or software. The successful applicant will be tasked with resolving technical issues in person, via phone, or electronically. The ideal candidate will exhibit excellent problem-solving abilities, have strong communication skills, and a keen attention to detail. They will be expected to assist with technical issues concerning computer systems, workstations, servers, and network connectivity, ensuring compliance with established IT protocols and policies. As part of our team, the candidate will contribute to maintaining our company's IT infrastructure and enhancing the IT experience for internal and external customers, ensuring smooth and efficient operations across various platforms and devices.

Responsibilities

• Provide first-level contact and convey resolutions to customer issues comprehensively.
• Properly escalate unresolved queries to the next level of support technicians.
• Track, route, and redirect problems to correct resources for resolution.
• Update user data and produce activity reports for IT management review.
• Communicate and update users about the status of their queries comprehensively.
• Log all user interactions accurately and follow set IT service protocols.
• Identify and resolve technical hardware and software issues with desktop computers.
• Provide IT support and diagnosis for network connectivity issues and resolutions.
• Maintain procedures and reports that provide technical support to the organization.
• Monitor service request work orders effectively and in a timely manner.
• Follow up with users, provide feedback, and ensure all issues are resolved.
• Stay updated with system information, changes, and updates across the department.

Requirements

• Proven working experience in providing IT support services effectively.
• In-depth knowledge of computer systems and mobile devices configuration.
• Familiarity with remote desktop applications and troubleshooting practices.
• Ability to diagnose and resolve fundamental technical issues swiftly.
• Excellent communication skills and an ability to build rapport with clients.
• Professional IT certifications like A+, Network+ or equivalent are preferable.
• Ability to work independently and as part of a team to meet deadlines.