Technical Support Specialist - Cleveland, Ohio
14 hours ago
Job description
Location
Key Tower - 127 Public SquareJob Description
We are seeking a technically adept and customer-focused professional to join our Service Delivery team. This position plays a critical role in maintaining the productivity of end users by supporting enterprise applications and hardware across the organization. The Technical Support Specialist will help ensure the performance and stability of essential systems and tools, while identifying opportunities to improve processes, automate solutions, and enhance user experience.
This role offers hands-on experience with enterprise applications including, but not limited to, Windows 11, Office 365, and Intune. Exposure to these platforms is supplemented by structured learning opportunities including LinkedIn Learning and technical boot camps, providing a strong foundation for career progression within IT.
Responsibilities
- Provide comprehensive end-user support in an environment structured around 35% phone support, 55% off-phone tasks, 5% project involvement, and 5% training and development.
- Service Desk shifts: 7:00 AM–4:00 PM, 8:00 AM–5:00 PM, and 8:30 AM–5:30 PM.
- Deliver remote support using industry-standard tools to resolve technical issues efficiently.
- Create and maintain knowledge base articles, incident categorizations, and virtual agent content within ServiceNow.
- Provide extensive hardware and software support for Windows 11, iOS, Android, Lenovo, Mac OS, and Office 365 in conjunction with tools like Dell TechDirect.
- Utilize ServiceNow for full lifecycle management of Incidents and Requests, ensuring thorough documentation and knowledge sharing.
- Gather and analyze data to inform technical decisions and recommend practical solutions to improve system performance.
- Evaluate software and hardware compatibility to support system upgrades and application rollouts.
- Engage with external vendors for escalated issue resolution beyond internal support capabilities.
- Provide technical support for companywide meetings, events, and conferences to ensure seamless execution.
- Monitor ServiceNow trends and resolution history to identify and recommend preventative measures.
- Contribute to a culture of innovation by proactively identifying opportunities to optimize the user support experience.
Qualifications
- High School Diploma or GED required.
- Minimum of 2 years of experience in an IT support role.
- Experience working in a call queue environment is a plus.
- Familiarity with ServiceNow preferred.
- Demonstrated understanding of IT concepts and processes within an ITIL framework.
- Self-motivated with strong problem-solving skills and the ability to adapt in dynamic, fast-paced environments.
- Strong interpersonal skills with an emphasis on active listening, communication, and user rapport-building.
- Proven ability to collaborate effectively across technical teams and resolver groups.
- Excellent verbal and written communication skills.
- Commitment to representing the IT department professionally and positively in all business interactions.
- General awareness of cybersecurity best practices and ability to provide basic guidance to end users.
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