What are the responsibilities and job description for the Information Technology Support Specialist position at GDI Infotech?
Job Summary
We are looking for a customer service-oriented IT help desk and network specialist to provide technical support to users in an efficient and accurate manner. You will be considered as the firm’s front liner and you will solve basic technical problems and provide support for all assigned areas.
Key Responsibilities
- Provide first-level support and resolve customer issues efficiently.
- Escalate unresolved queries to the appropriate support level.
- Track, route, and redirect problems to the correct resources.
- Update customer data and produce detailed activity reports.
- Guide customers through the problem-solving process.
- Follow up with customers to ensure issue resolution and satisfaction.
- Deliver excellent customer service, exceeding client expectations.
- Accurately document and close support tickets.
- Recommend improvements to procedures and workflows.
- Continuously enhance knowledge of help desk procedures, products, and services.
Requirements
- Professionalism: Friendly and professional demeanor with a customer-first attitude.
- Education: High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
- Technical Skills: Proficiency in Windows 11, Microsoft Office Suite (Word, Excel, Outlook, PowerPoint); experience with networking and printer configuration.
- Communication & Organization: Strong verbal and written communication skills with exceptional attention to detail.
- Confidentiality: Ability to handle sensitive information with discretion and maintain privacy standards.
- Reliability: Punctual, dependable, and capable of maintaining a consistent schedule.
- Transportation: Must have reliable transportation for client site visits.
Preferred Qualifications
- Experience configuring and troubleshooting VOIP systems.
- Previous experience in a technical role, particularly in a small team environment.
Schedule
- Full-Time 40 hours per week.
- Work Environment: Professional yet relaxed office setting. Standard business hours are Monday–Friday.
What We Offer
- Competitive Salary, commensurate with experience
- Collaborative Environment: Work closely with a small, supportive team.
- Career Development: Gain hands-on experience with multiple facets of IT and managed services.
- Work-Life Balance: Consistent scheduling, with minimal after-hours commitments.
