IT Technical Support Specialist - Sterling, United States - PLH Group

Description

IT Technical Support Specialist

Job Category*:

• Information Technology

Requisition Number*:

• ITTEC01413

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Job Details

Description
The IT Technical Support Specialist will provide technical support to internal staff.

The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues.

There is also a range of administration duties within this role. Coverage includes remote users at other offices and home workers.


Responsibilities:

• Address user tickets regarding hardware, software, and networking
• Installing and configuring computer hardware, software, systems, networks, printers and scanners
• Troubleshoot and resolve issues with software or hardware
• Monitoring and maintaining computer systems and networks
• Ensure security and privacy of networks and computer systems
• Responding in a timely manner to service issues and requests
• Providing technical support across the company (this may be in person or over the phone)
• 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as cellphones, Laptops, PCs and Printers
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting
• Maintaining an Asset Database and track changes
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Publishing support documentation to assist staff with requests for information & provide staff training if required
• Report customer feedback and potential product requests
• Help create technical documentation and manuals

Skills

• Proven work experience as a Desktop Support Specialist, Technical Support Engineer, or similar role
• Hands-on experience with Microsoft Windows environments
• Working knowledge of office automation products and computer peripherals, like printers and scanners
• Knowledge of network security practices and anti-virus programs
• Ability to perform remote troubleshooting and provide clear instructions
• Excellent problem-solving and multitasking skills
• Customer-oriented attitude
• Technical, logical thought process
• Problem solving skills
• Working knowledge and expertise with a variety of software, hardware and applications

Requirements:

• Excellent communication skills and telephone manner
• Excellent organizational skills
• 3 years previous IT Support Experience
• Incident Management experience

Managing incidents including business expectations and communication

• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
• Travel to remote offices/states required on occasion

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