IT Support Specialist - Hudsonville, United States - Frontall USA LLC

Frontall USA LLC Hudsonville, United States

3 weeks ago

Description

Job Description

Job DescriptionThe IT Support Specialist will play a crucial role in maintaining and enhancing our Service Desk operations. This position focuses on providing support via phone and remote desktop to ensure operational efficiency and problem resolution. The ideal candidate will have relevant certifications or equivalent experience in technical support and a preference for candidates with prior government experience.

Responsibilities:

Provide first-level contact and problem resolution for all users with hardware, software, and application problems.
Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
Document and track support cases from start to finish ensuring all communication and activities are logged accurately.
Escalate unresolved calls to appropriate support specialist or service group.
Train end-users and staff on potential solutions to recurring technical issues.

Skills and Qualifications:

Required Certifications: Must possess at least one of the following A+, MCSA, HDI Service Desk Certification, or certification through the Service Desk Institute.
Experience in providing IT support in a structured Service Desk environment.
Strong problem-solving skills and the ability to provide hands-on support for IT issues.
Excellent communication skills and the ability to handle support calls with patience and a customer-focused mindset.
Familiarity with remote desktop applications and support systems.
Preference for candidates with experience working in government settings.

Education:

High school diploma or equivalent required; further education or certifications in computer science or a related field preferred.

Location:

This position is based on-site in Ottawa County. Candidates must be prepared to work on-site and have reliable transportation.

Additional Information:

Candidates with alternative certifications from the Service Desk Institute are also encouraged to apply.
Prioritizing candidates who have a track record of effective support in government or similar structured environments.

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