IT Support Specialist
Unleash Recruitment Agency
Charleston, south carolina
Job Details
Other
Full Job Description
We are looking for a customer service-oriented IT Support Specialist to provide technical support to users in an efficient and accurate manner on behalf of our clients. The successful candidate will act as the front liner for our clients' IT departments, solving basic to intermediate technical problems and providing support for all assigned areas. The goal is to ensure that customer value is maintained to the standards set forth by our clients.
Responsibilities:
- Provide first-level contact and convey resolutions to customer issues.
- Properly escalate unresolved queries to the next level of support.
- Track, route, and redirect problems to correct resources.
- Update customer data and produce activity reports.
- Walk customers through problem-solving processes.
- Follow up with customers, provide feedback, and see problems through to resolution.
- Utilize excellent customer service skills and exceed customers’ expectations.
- Ensure proper recording, documentation, and closure of tickets.
- Recommend procedure modifications or improvements.
- Preserve and grow your knowledge of help desk procedures, products, and services.
- Assist with the setup, configuration, and troubleshooting of hardware and software.
- Perform software installations, updates, and patches.
- Support and maintain user account information, including rights, security, and systems groups.
- Manage and monitor internal assets to ensure accurate inventory records.
- Provide training and guidance to users on software and hardware usage.
- Maintain and update technical documentation and procedures.
- Participate in an on-call rotation for after-hours support.
Requirements
- Proven working experience in providing Information Technology support.
- Working knowledge of IT software, databases, and remote control.
- Familiarity with various operating systems and platforms (Windows, Mac, Linux).
- Strong client-facing and communication skills.
- Advanced troubleshooting and multi-tasking skills.
- Customer service orientation.
- Ability to work independently and as part of a team.
- Excellent organizational skills and attention to detail.
- Certification in ITIL, CompTIA A+, or similar is a plus.
- Experience with ticketing systems (e.g., ServiceNow, Zendesk, etc.).
- Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred but not required.