ICS - San Antonio, TX

posted about 1 month ago

Full-time - Entry Level
San Antonio, TX
Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The IT Help Desk Support Specialist serves as the first point of contact for clients seeking technical assistance. This role is crucial in providing exceptional support, diagnosing issues, and ensuring efficient resolution of technology-related problems. The specialist will engage with clients through various communication channels and document interactions to enhance service delivery.

Responsibilities

  • Respond to client inquiries via phone, email, or chat in a timely and professional manner.
  • Diagnose and troubleshoot hardware and software issues.
  • Provide step-by-step guidance to clients to resolve technical problems.
  • Escalate complex issues to higher-level support or specialized teams.
  • Document all client interactions and resolutions in our ticketing system.
  • Educate clients on best practices and preventive measures to avoid future issues.
  • Stay up-to-date with the latest technology trends and developments.

Requirements

  • Proven experience in a help desk or technical support role, 2+ years.
  • Strong understanding of computer systems, software, and networking.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Strong problem-solving skills and attention to detail.
  • Willingness to learn and adapt to new technologies.

Nice-to-haves

  • PMP Training and Certification- Online
  • Kaseya Training- Internal
  • BMS online
  • Sophos Technician online
  • Datto Backupify and BCDR online
  • IT Glue Admin online
  • Barracuda Admin online
  • Cisco Umbrella online
  • Huntress online

Benefits

  • Health insurance
  • Dental insurance
  • Vision insurance
  • Retirement plan
  • Paid time off
  • Tuition reimbursement
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