Role Overview:
We are seeking a skilled IT Technical Support Specialist to provide comprehensive support to end-users.
This role involves troubleshooting technical issues, offering user training, managing incidents, and maintaining technical documentation.
Key Responsibilities:
End-User Support:
- Provide timely and effective technical support to end-users via phone, email, chat, or in-person.
- Troubleshoot and resolve hardware, software, and network-related issues, including desktops, laptops, printers, and mobile devices.
- Install, configure, and update software applications and operating systems as needed.
User Training and Education:
- Offer basic IT training and guidance to end-users on common tasks, such as password resets, software installations, and system configurations.
- Educate end-users on IT security best practices and policies to minimize security risks and safeguard sensitive information.
Incident Management:
- Log and track IT incidents and service requests using a ticketing system, ensuring accurate documentation and resolution.
- Prioritize and escalate incidents according to severity and impact, following established procedures and service level agreements (SLAs).
- Communicate with end-users to provide status updates on incident resolution and ensure customer satisfaction.
Technical Documentation:
- Maintain accurate records of IT assets, configurations, and support activities, documenting troubleshooting steps and resolutions for future reference.
- Contribute to the development and maintenance of knowledge base articles, FAQs, and user guides to facilitate self-service support and knowledge sharing.
