About the position
The IT Support Specialist role is a full-time position based in Ontario, CA, where the primary responsibility is to provide user support and customer service for company-supported computer applications and platforms. This position requires a proactive approach to troubleshooting problems and advising users on the appropriate actions to take. The ideal candidate will possess a valid CompTIA A+ certification, which is preferred but not mandatory, and must be open to nationwide travel as needed. In this role, the IT Support Specialist will monitor and respond quickly and effectively to requests received through the IT helpdesk. This includes responding to customer queries via phone and email, creating step-by-step training materials with screenshots for clients, and providing technical assistance for incoming concerns related to systems, software, and hardware. The specialist will also document internal procedures and maintain the daily performance of computer systems. A critical aspect of this position involves asking educated questions and listening to customers to determine the root cause of issues. The IT Support Specialist will work through the problem-solving process with customers, empowering them to resolve similar issues in the future. Additionally, the role includes running diagnostic tests to resolve problems, cleaning up computers, training incoming staff on company equipment, and reporting significant and recurring issues to the tier-2 support team. The specialist will also be responsible for resolving technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems, as well as collecting feedback to identify patterns and issues that can be addressed or turned into FAQs for customer assistance.
Responsibilities
- Provide user support and customer service on company-supported computer applications and platforms.
- Troubleshoot problems and advise on the appropriate action.
- Monitor and respond quickly and effectively to requests received through the IT helpdesk.
- Respond to customer queries by phone and email.
- Create step-by-step training material with screenshots for clients.
- Provide technical assistance and support for incoming concerns and issues related to systems, software, and hardware.
- Document internal procedures.
- Maintain daily performance of computer systems.
- Ask educated questions and listen to customers to determine root cause of issues.
- Work through the problem-solving process with customers, empowering them to do the same in the future.
- Run diagnostic problems to resolve issues.
- Clean up computers.
- Train incoming staff on company equipment.
- Report significant and recurring issues to the tier-2 support team.
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
- Collect feedback to determine patterns and issues for resolution or FAQs.
Requirements
- Valid CompTIA A+ certification preferred.
- Experience in software troubleshooting.
- Ability to provide technical assistance and support for systems, software, and hardware issues.
- Strong communication skills to respond to customer queries effectively.
- Ability to create training materials and document procedures.
