Job Overview
We are seeking a highly skilled Technical Support Specialist to join our team. The successful candidate will provide technical assistance and support to our users, ensuring that all IT infrastructure and computer hardware systems are functioning properly. This is a challenging and rewarding role, requiring a strong technical background, excellent problem-solving skills, and the ability to work effectively in a fast-paced environment.
Duties
- Respond to requests for technical assistance via phone or email while delivering excellent customer service and managing customer expectations.
- You will document and manage customers’ reported issues by logging all help desk interactions in ticketing system.
- Monitor and respond to customer inquiries, leading customer communication, assuring timely status updates and issue resolution.
- Diagnose and resolve technical issues remotely.
- Research questions using available information resources.
- Advise user on appropriate action, best practice, etc.
- Follow up with customers/users to ensure complete resolution of issues.
- Redirect or escalate problems to the correct resource, which could be an internal resource or an external vendor.
- Identify and escalate situations requiring urgent attention.
- Create & update client support documentation, knowledge Base Articles and problem resolutions.
Technical Skills
- Working knowledge of Windows operating systems and MacOS.
- Familiarity with Active Directory, Azure Active Directory, Office 365 (now Microsoft 365), and G Suite.
- Working knowledge of VoIP and different VoIP systems.
- Desktop & End-User support basics to include troubleshooting of peripheral devices such as printers and scanners.
- Knowledge of how computer networks operate, WiFi connectivity and network attached devices.
Experience
- Strong communication skills, both verbal and written.
- Understanding of customer service best practices and ability to provide a great support experience for the customer.
- Good problem analysis skills and the ability to troubleshoot and resolve IT issues quickly.
- Ability to work independently and as part of a team in a fast-paced environment while managing multiple priorities.
- Familiarity with a help desk ticketing systems.
- A great attitude towards customers and coworkers.
- Adaptability & Team interaction
- Time Management & Organizational Skills
We offer a competitive compensation package and opportunities for professional growth and development. If you are a motivated and experienced Technical Support Specialist looking for a new challenge, please apply today!
Job Type: Full-time
Pay: $20.00 - $23.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Paid time off
- Parental leave
- Professional development assistance
- Vision insurance
Compensation package:
- Holiday pay
- Hourly pay
- Overtime pay
Experience level:
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- Night shift
- Weekends as needed
Experience:
- Customer service: 1 year (Required)
Ability to Commute:
- McKinney, TX 75069 (Required)
Ability to Relocate:
- McKinney, TX 75069: Relocate before starting work (Required)
Work Location: In person