Information Technology Support Specialist

12 months contract

Responsibilities include:

Demonstrate strong customer service skills to provide phone support, including:

Listening to the customer to gain an accurate understanding of the situation

Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue

Producing accurate, detailed documentation at the client, problem, and incident level

Resolving conflict

Responsible for high-quality end-user technical support related to enterprise software and hardware

Handle assessment, triage, research, training/education, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast-paced 24/7/365 environment

Provide after-hours and weekend support as needed under general oversight

Ensure attention to detail, follow-through, teamwork, and a positive attitude

Apply understanding of technology to support all existing systems

Support all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via online chat, and in person

Create a positive customer support experience by:

Building rapport and trust with end users through a professional attitude and clear communication

Ensuring timely resolution or escalation with a sense of urgency and clear communication of status to end users

Work directly with internal end users to provide guidance, support, and sound communication principles, even in challenging situations

Investigate, diagnose, resolve, and recover hardware and software problems

Install, modify, clean up, run diagnostic programs, and repair computer hardware, peripherals, and software

Qualifications:

Excellent customer service skills

Excellent communication skills

2-5 years of proven, related work experience in a comparable complex, high-tech, and fast-paced environment

Preferred: Work experience in a technical support role (not required)

Required Education: High school diploma or GED with relevant work experience

Ability to diagnose problems in a complex environment and provide effective solutions quickly

Self-motivated with the ability to work independently in a high-pressure environment

Willingness to work variable shifts, including evenings, weekends, and public holidays

Key Competencies:

High-quality end-user technical support for enterprise software and hardware

Strong understanding of technology with the ability to support existing systems

Investigation, diagnosis, resolution, and recovery for hardware and software issues

2-5 years of proven, related work experience in a comparable complex, high-tech, fast-paced work environment