IT Support Specialist

• Hybrid role
• This is a mix of Service Desk and Field Service Technician
• Must be local to the Atlanta Area

Position Summary

The IT Support Specialist is responsible for providing comprehensive technical support both remotely and on-site. This role combines the responsibilities of a Service Desk Analyst and a Field Service Technician to ensure optimal functionality of computer systems, networks, and technology infrastructure for customers and internal users. The specialist will address and resolve hardware, software, network, and access issues, providing a best-in-class customer experience.

Responsibilities

Remote Support:

• Provide front-line support for customers by documenting and resolving technical issues related to hardware, software, networks, and general computing.
• Document all customer interactions in various ITSM tools.
• Troubleshoot, diagnose, and resolve application and general compute issues using a knowledge base or support tools.
• Follow technical triage processes and route unresolved tickets to appropriate resolver groups.
• Offer remote technical support using remote desktop tools or phone support to resolve issues without the need for on-site visits.
• Be present and participate in ongoing training for service operations.
• Work on projects and tasks assigned by leadership.

On-Site Support:

• Travel to client locations or within the organization to diagnose and resolve IT issues related to hardware, software, and networks.
• Install, configure, and set up computer systems, servers, peripherals, and software applications.
• Perform routine maintenance, inspections, and repairs of computer hardware components, including desktops, laptops, servers, and networking equipment.
• Provide support for various operating systems (e.g., Windows, macOS, Linux) and assist users with software installation and troubleshooting.
• Identify and resolve network connectivity issues, including problems with routers, switches, cabling, and wireless networks.
• Troubleshoot and maintain peripheral devices, such as printers, scanners, and monitors.
• Assist with user account management, including creation, password resets, and access control.
• Implement data backup solutions and assist with data recovery in case of data loss or system failures.
• Ensure IT systems comply with security policies and standards, addressing vulnerabilities and enforcing best practices.
• Maintain detailed records of service calls, equipment configurations, and performed tasks, completing service reports and documentation.
• Manage inventory, spare parts, and IT equipment in the field service vehicle for on-site repairs and replacements.
• Provide basic user training and guidance on IT equipment operation, software usage, and best practices.
• Respond to emergency IT service calls and critical IT issues that require immediate attention.
• Communicate effectively with clients or end-users to explain technical issues and solutions in non-technical language, providing updates on service progress and estimated time of completion.

Qualifications

• Associate’s degree in Information Technology or 2 years of equivalent experience in a technology-related field preferred.
• Prior experience in a customer service role.
• Strong verbal and written communication skills.
• Strong interpersonal skills and telephone etiquette.
• Problem-solving skills.
• Ability to handle a fast-paced and high-stress work environment.
• Capable of adjusting to changing processes, procedures, and workday.
• Must be able to handle up to 45 customer calls a day on various configuration items and complexity.
• Experience and proficiency in all currently supported Microsoft operating systems.
• Experience and proficiency in messaging systems such as Microsoft Outlook and Gmail.
• Willingness to work flexible and changing hours, including evenings, weekends, and holidays.
• Strong technical skills and the ability to adapt to different IT environments and technologies.

Physical Requirements

• Regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms.
• Frequently required to walk, stand, and move about to accomplish tasks, particularly for long distances or moving from one work site to another.
• Ability to ascend and descend stairs.
• Specific vision abilities required include close vision and the ability to adjust focus.
• Occasionally required to lift, push, or pull up to 15 lbs.

Encore Talent Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.