IT Support Specialist - Decatur
About The Position
This role provides essential technical support to end-users through various channels including phone, email, remote tools, and onsite visits. The specialist is responsible for setting up, configuring, and installing workstations, printers, peripherals, and store hardware. Accurate documentation, ticketing, and tracking of support calls are crucial, along with providing timely and professional resolutions to all supported issues. The position involves monitoring the IT Help Desk, triaging incoming requests, and prioritizing support tickets based on severity and Service Level Agreements (SLAs). Escalation of problems when necessary is also a key function. The specialist will record, track, and document the troubleshooting process, utilizing diagnostic utilities and online resources to resolve issues. Identifying and learning organizational software and hardware, performing hands-on fixes, and developing user support materials are also part of the role. After-hours support may be assigned, and other duties as needed will be performed.
Requirements
- High School Diploma or GED required
- Minimum one (1) year of experience of PC hardware and software troubleshooting
- Knowledge and experience in MS Office 365 installation and troubleshooting
- Knowledge of Operating Systems including Windows 10/11 & MacOS
- Knowledgeable of phone support skills for troubleshooting remote issues
- Knowledge and experience in PC hardware installation and troubleshooting
- Knowledge of troubleshooting client-side issues such as virus and spyware/malware
Nice To Haves
- Bachelor’s Degree in Computer Science preferred
- A+ certification a plus
Responsibilities
- Provide technical support via phone, emails, and remote tools and onsite visits as necessary to end-users
- Responsible for the setup, configuration and installation of workstations, printers, peripherals and store hardware
- Responsible for accurate documentation, ticketing, and tracking of inbound technical support calls and providing accurate and professional resolution on all supported issues in a timely manner
- Responsible for timely monitoring of IT Help Desk
- Actively work and triage incoming help and support requests from end users via both telephone and helpdesk tickets in a courteous manner
- Prioritize and schedule support tickets based on severity and service level agreement (SLA); Escalate problems as needed or when required
- Record, track, and document the helpdesk ticket problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
- Utilize required diagnostic utilities to aid in troubleshooting as needed
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
- Identify and learn appropriate software and hardware used and supported by the organization
- Perform hands-on fixes at the desktop level, including installing and upgrading software and hardware, configuring systems and applications
- Develop help sheets and knowledge base articles for end users
- Provide after hours support as assigned and in accordance with after-hours support procedures
- Other duties as assigned
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
