Technical Support Specialist

Allegis Group - Marengo, IL

Full-time - Entry Level

Marengo, IL

10,001+ employees

Administrative and Support Services

About the position

The Technical Support Specialist provides level one technical support for software and hardware issues affecting end-user productivity. This role involves responding to support requests, troubleshooting technical issues, and escalating complex problems to senior IT staff as necessary. The specialist is responsible for documenting interactions, maintaining knowledge of company products, and ensuring employee satisfaction through follow-up and resolution of outstanding issues.

Responsibilities

• Provide level one technical support for software and hardware issues.
• Respond to support requests from employees via phone, email, and chat.
• Troubleshoot and resolve technical issues in a Microsoft Windows and Office 365 environment.
• Escalate complex issues to senior IT staff as needed.
• Document all employee interactions and resolutions in a ticket tracking system.
• Maintain accurate knowledge of company products and services.
• Provide ongoing follow-up to ensure employee satisfaction.
• Assist with software installation, upgrades, and patching.
• Assist in executing business continuity and disaster recovery plans.
• Support and enforce established IT policies and procedures.
• Contribute to the development and improvement of the IT Help Desk processes.

Requirements

• 1 year of technical support or related work experience.

Nice-to-haves

• Networking - mapping a printer to a user's computer.
• Using the portal to set up voice systems for users.
• Lansweeper - ticketing software.