As an IT Support staff member in our Information Technology department, you will play a crucial role in providing technical support and assistance to end-users within our organization. You will be responsible for addressing and resolving IT-related issues, responding to inquiries, and ensuring a high level of customer satisfaction. The ideal candidate should have excellent communication skills, a strong technical aptitude, and a commitment to delivering quality IT support services.
Responsibilities:
- Provide timely and effective support to end-users on a variety of IT issues, including hardware, software, network, and connectivity problems.
- Respond to support tickets, emails, and phone calls, ensuring a prompt and satisfactory resolution.
- Diagnose and troubleshoot technical issues reported by end-users, ensuring accurate problem identification and resolution.
- Escalate complex issues to higher-level support teams when necessary.
- Maintain accurate records of support requests, resolutions, and user interactions. Contribute to the development and enhancement of knowledge base articles.
- Assist with the configuration and installation of hardware and software, ensuring compatibility and adherence to organizational standards.
- Provide essential support in system integration tasks, leveraging overall IT knowledge to assist in the seamless integration of systems, troubleshoot integration-related issues, and collaborate with the IT team to maintain optimal system functionality.
- Provide basic training to end-users on the use of hardware, software, and other IT resources.
- Promote and enforce IT security best practices. Educate end-users on security awareness and potential risks.
- Collaborate with other IT team members to resolve complex issues and contribute to ongoing IT projects.
- Coordinate with vendors and external support services as needed.
- Provide remote assistance to users working off-site. Utilize remote support tools to troubleshoot and resolve issues.
- Assist in maintaining an accurate inventory of IT assets, including computers, peripherals, and software licenses.
- Ensure a high level of customer satisfaction by delivering responsive and effective support services. Gather feedback and continuously seek opportunities for improvement.
Requirements
- Bachelor's degree in computer science or related field preferred.
- Proven knowledge in a helpdesk or technical support role.
- Strong understanding of IT concepts, hardware, software, and networking.
- Customer-focused with a commitment to delivering high-quality support services.
- Ability to prioritize and manage multiple tasks related to the IT Department in a fast-paced environment.
- Technical certifications (CCNA, ITIL, and Microsoft Certified Professional) are a plus.
Key Skills & Core Competencies
- Excellent verbal and written communication skills to effectively communicate with end-users and team members.
- A customer-centric approach with the ability to provide friendly, patient, and empathetic customer service.
- Strong problem-solving skills to address users’ technical issues quickly and efficiently.
- Patience and composure when dealing with users who may be frustrated or unfamiliar with technical terms.
- Ability to adapt to changing technologies, processes, and priorities in a fast-paced environment.
- Willingness to collaborate with other team members and escalate issues when necessary.
- Effective time management skills to prioritize and manage multiple support requests simultaneously.
- Commitment to continuous learning and staying updated on new technologies and support methodologies.
- Attention to detail to accurately document issues, resolutions, and user information.
•
Last updated on Mar 6, 2024