What are the responsibilities and job description for the Technical Support Specialist position at Johns Lyng USA?
About the Company:
Founded in 1953 and renowned for excellence, Johns Lyng Group (JLG) made its ASX debut in 2017 and has since surged ahead as a dynamic, fast-growing leader in integrated building services. We are committed to a reputable and sustainable culture, offering a comprehensive suite of building services tailored to meet client needs. Our services include disaster recovery and management, residential and commercial reconstruction, restoration, and cleaning. As a rapidly growing integrated building services company with operations in Australia, the USA, and New Zealand, we are seeking a motivated Technical Support Specialist to advance their career and make a significant impact.
General Description: As a Tech Support 1 Technician, you will provide both in-person and remote support for computers, networks, Microsoft operating systems, printers, desktops/laptops, and peripherals. Your responsibilities will include managing a daily ticket queue, escalating issues as needed, and continuously expanding your technical knowledge to deliver exceptional helpdesk support.
Key Job Responsibilities:
- Collaborate with a dynamic team to manage and respond to local and remote helpdesk tickets.
- Tackle ticket requests via phone, in person, and remote session software.
- Diagnose and resolve a variety of technical issues, ensuring seamless operations for computers, networks, printers, phones, and internet connectivity.
- Follow helpdesk guidelines for ticket management and escalate issues when necessary, keeping our services running smoothly.
- Implement software changes to empower staff and enhance operational efficiency.
- Deliver outstanding customer service.
- Document tickets meticulously for future reference and tracking.
- Provide onsite technical assistance, turning challenges into opportunities for improvement.
- Research and solve technical questions, becoming a go-to resource for your team.
Key Selection Criteria:
- Proficient in essential IT resources, including software, hardware, and other equipment.
- Strong command of Windows operating systems.
- Expertise in Microsoft Office 365 and related products.
- Experience with desktop/laptop and peripheral repairs.
- Basic understanding of IP networks and Wi-Fi to tackle connectivity issues.
- Familiarity with ticketing systems for efficient issue tracking.
- Excellent communication skills to engage effectively with team members and clients.
- Exposure to Active Directory is a plus.
- Ability to support a variety of software applications.
- Timely response to daily ticket queues.
- Degree in Information Systems preferred but not required; relevant certifications are a plus.
- Must be able to lift up to 50 pounds.
Please note: The successful candidate must have the right to work in the USA and be prepared to undergo a pre-employment medical examination and criminal background check where required.
Salary : $60,000 - $70,000
