What are the responsibilities and job description for the IT Technical Support Specialist position at Solü Technology Partners?
IT Technical Support Specialist
Position Overview: We are seeking a dedicated IT Technical Support Specialist to provide high-quality technical assistance to end-users. This role is responsible for addressing IT-related issues, including software, hardware, connectivity, and external devices, ensuring seamless IT operations and user satisfaction.
Key Responsibilities:
- Respond to inbound user calls and emails regarding IT-related problems, including MS Office, Outlook, enterprise software, and hardware issues.
- Troubleshoot and resolve connectivity problems, desk phone issues, and external device concerns, including iPhones and smart devices.
- Install software and hardware, providing end-users with guidance on proper usage and troubleshooting.
- Escalate system-wide issues to the Service Desk Manager when necessary.
- Monitor internal systems for outage notices, collaborate with technical teams, and communicate necessary updates to customers.
- Stay updated on newly deployed end-user hardware and software.
- Maintain service level agreements (SLAs) by setting clear expectations and timeframes for issue resolution.
- Follow departmental standards, policies, and procedures to ensure consistency and compliance.
- Coordinate with technical teams or perform remote fixes at the machine level, including software updates, hardware upgrades, and remote device patches.
- Access technical knowledge bases and FAQs to aid in problem resolution and expand knowledge of emerging technologies.
- Track resolutions, identify recurring issues, and share solutions with team members to improve service quality and prevent future problems.
- Ensure tickets and end-user problems are adequately resolved and documented.
- Process inbound email issues, troubleshoot, and escalate as needed.
Required Skills and Experience:
- Proven experience in an IT support or service desk role.
- Strong knowledge of MS Office, Outlook, and enterprise software troubleshooting.
- Familiarity with hardware components, networking, and remote troubleshooting.
- Excellent problem-solving and communication skills.
- Ability to work collaboratively with technical teams and end-users.
- Experience with ticketing systems and IT service management (ITSM) tools.
Preferred Skills and Experience:
- Certifications such as CompTIA A , ITIL, or Microsoft Certified Solutions Associate (MCSA).
- Experience with remote support tools and software deployment.
- Knowledge of IT security best practices and compliance.
- Understanding of mobile device management and support.
This role offers an exciting opportunity to work in a dynamic IT environment, providing critical support to end-users and ensuring seamless technology operations. If you have a passion for IT support and problem-solving, we encourage you to apply. Solu Technology Partners is an Equal Opportunity Employer.
