IT User Support Specialist

HTC Global Services wants you. Come build new things with us and advance your career. At HTC Global you'll collaborate with experts. You'll join successful teams contributing to our clients' success. You'll work side by side with our clients and have long-term opportunities to advance your career with the latest emerging technologies.

At HTC Global Services our consultants have access to a comprehensive benefits package. Benefits can include Paid-Time-Off, Paid Holidays, 401K matching, Life and Accidental Death Insurance, Short & Long Term Disability Insurance, and a variety of other perks.

Job Title: IT User Support Specialist

Are you passionate about technology and providing top-notch support? Join our dynamic team and make an impact by helping employees solve tech challenges and enhancing their digital experience!

Job Overview

As an IT User Support Specialist, you'll be at the forefront of providing expert-level technical assistance to employees, troubleshooting complex issues, and supporting a wide range of hardware and software systems. With a focus on excellent customer service and technical proficiency, you’ll help ensure smooth and efficient operations across our company. This is a fantastic opportunity for someone with at least 2 years of experience in IT support and a strong desire to contribute to problem-solving efforts in a fast-paced environment.

Key Responsibilities

• Expert Problem Solving: Collaborate with callers and other help desk specialists to resolve both common and unique technical challenges.
• Tool Evaluation: Assess and enhance the efficiency of tools and utilities used in help desk operations to ensure optimal performance.
• Issue Documentation: Monitor incoming support requests, analyze trends in frequently asked questions, and help develop effective procedures for resolution.
• Client Interaction: Participate in discussions around client-identified issues, helping to define changes in procedures, standards, or systems.
• End-User Support: Deliver second-level PC support to employees at on-site locations and remote offices, ensuring a seamless experience for all users.
• Hardware & Software Management: Perform installation, configuration, and troubleshooting of hardware (laptops, desktops, printers, tablets, mobile devices) and software (Windows, MacOS, Microsoft Office Suite, and other apps).
• ITIL Processes: Support ITIL processes related to change, incident, problem, and asset management to ensure consistent service delivery.
• Collaborate with Teams: Work closely with second and third-tier teams to quickly resolve complex technical issues and meet service level agreements.
• Maintain Inventory: Ensure accurate tracking and documentation of desktop equipment and related inventory.
• Training & Knowledge Sharing: Provide training to end users and create knowledge resources for the team.
• Equipment Management: Help deploy, procure, and collect desktop equipment, ensuring that all technology needs are met across the organization.
  
  

What You Bring

• At least 2 years of experience in IT support or related roles
• Strong problem-solving skills and a passion for helping others with technical issues
• Hands-on experience with various hardware and software systems, including Windows, MacOS, and Microsoft Office Suite
• Knowledge of ITIL processes is a plus
• Excellent communication skills and ability to interact with employees at all levels
• A proactive and customer-focused mindset, with a keen eye for detail
  
  

Why Join Us?

• Growth Opportunities: Expand your skill set and advance your career in a collaborative and supportive environment.
• Dynamic Work Environment: Work in a fast-paced, tech-driven company where your contributions matter.
• Competitive Compensation: Enjoy a competitive salary and benefits package.
• Work-Life Balance: Benefit from flexible working arrangements and a healthy work-life balance.
  
  

Ready to be part of a team that values innovation and customer service? Apply now to make a real difference as an IT User Support Specialist!

Our success as a company is built on practicing inclusion and embracing diversity. HTC Global Services is committed to providing a work environment free from discrimination and harassment, where all employees are treated with respect and dignity. Together we work to create and maintain an environment where everyone feels valued, included, and respected. At HTC Global Services, our differences are embraced and celebrated. HTC 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. HTC is proud to be recognized as a National Minority Supplier.