What are the responsibilities and job description for the User Support Specialist position at SilverSearch, Inc.?
Onsite 5 days a week some weekend work
Summary: We are seeking a highly motivated IT Support Specialist to assess, triage, research, and resolve incidents, service requests, and information requests spanning application software, hardware componentry, network configuration, and infrastructure. The successful candidate will play a key role in delivering exceptional customer support and maintaining the integrity of our IT systems.
Essential Duties and Responsibilities:
- Analyze, address, and resolve incidents, service requests, and information requests related to application software, hardware, networking, and infrastructure.
- Log and track all incidents, service requests, and information requests in the ServiceNow Ticketing system from identification through resolution.
- Create a positive customer support experience by deeply understanding problems, providing timely resolution or escalation, communicating progress effectively, and maintaining a professional attitude.
- Notify users of loaner asset availability, log user asset requests, set up assets, clean loan assets on return, and return assets to the physical and data pool.
- Set up conference rooms and video conferencing meetings as requested.
- Image PC assets and manage PC assets, including user moves, new user setups, and departures.
- Troubleshoot Mac hardware and software
