IT Tech Support Specialist

Equipment Locator Services - Harlingen, TX

Full-time

Harlingen, TX

Merchant Wholesalers, Durable Goods

About the position

The Technical Support Specialist's role is crucial in ensuring that computer operations run smoothly, allowing end users to effectively accomplish their organizational tasks. This position involves receiving, prioritizing, documenting, and actively resolving help requests from end users. The specialist will utilize various diagnostics and help request tracking tools, and may also provide hands-on assistance at the desktop level. The role requires a proactive approach to problem resolution, which includes evaluating documented resolutions and analyzing trends to prevent future issues. In terms of operational management, the specialist will field incoming help requests from end users through multiple channels such as email, telephone, and a ticketing system, ensuring a courteous and professional interaction. It is essential to document all relevant end user identification information, including their name, company, contact details, and the nature of their problem. Building rapport with customers is vital, as is the ability to elicit detailed information about their issues. The specialist will prioritize and schedule problems, escalating them to more experienced technicians when necessary. The role also involves recording, tracking, and documenting the entire help desk request problem-solving process, including all decisions made and actions taken until the issue is resolved. The specialist will apply diagnostic utilities to aid in troubleshooting and will access various resources online to assist in problem resolution. Hands-on fixes at the desktop level are a key part of the job, which includes installing and upgrading software, implementing file backups, and configuring systems and applications. After resolving issues, the specialist will perform follow-ups to ensure customer satisfaction and develop help sheets and knowledge base articles for future reference.

Responsibilities

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Field incoming help requests from end users via email, telephone, and ticketing system in a courteous manner.
• Document all pertinent end user identification information, including name, company, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems, escalating them to the appropriately experienced technician when required.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• 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, implementing file backups, and configuring systems and applications.
• Test fixes to ensure the problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and knowledge base articles for end users.
• Perform related duties consistent with the scope and intent of the position.

Requirements

• High School diploma or equivalent, and/or one year work experience in a related field required.
• A CompTia A+, and/or a CompTia Network+, and/or Computer Science degree are preferred but not required with a minimum of one year work experience.
• Knowledge of basic computer hardware.
• Experience with desktop operating systems including Windows 7, Windows 10, and Mac OSX.
• Experience installing network cabling, punching down RJ45 keystone jacks and connectors.
• Extensive application support experience.
• Working knowledge of a range of diagnostic utilities.
• Good understanding of the organization's goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.

Nice-to-haves

• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.