What are the responsibilities and job description for the Technical Support Specialist 3 position at System One?
Technical Support Specialist 3
Birmingham, AL
Assignment Duration: January 1, 2025 – January 1, 2028 (Estimated)
Position Overview:
We are seeking an experienced and proactive IT Specialist / HelpDesk Support professional to join our team. This role will serve as a single point of contact for IT support requests, managing inbound IT incidents via phone, email, and web forms. The successful candidate will be responsible for troubleshooting and resolving technical issues remotely, logging tickets into our system, and escalating incidents as necessary to ensure resolution.
Key Responsibilities:
Desired Qualifications:
Birmingham, AL
Assignment Duration: January 1, 2025 – January 1, 2028 (Estimated)
Position Overview:
We are seeking an experienced and proactive IT Specialist / HelpDesk Support professional to join our team. This role will serve as a single point of contact for IT support requests, managing inbound IT incidents via phone, email, and web forms. The successful candidate will be responsible for troubleshooting and resolving technical issues remotely, logging tickets into our system, and escalating incidents as necessary to ensure resolution.
Key Responsibilities:
- Provide Tier 1 IT support, managing inbound IT incidents from users, ensuring timely and accurate ticket logging in the system.
- Troubleshoot and resolve technical issues remotely, including hardware, software, and network-related problems.
- Act as the first point of contact for IT-related inquiries, handling support requests via phone, email, and web forms.
- Follow standard operating procedures for ticket escalation to higher-level support when necessary, ensuring swift incident resolution.
- Maintain a customer-first approach while delivering efficient, high-quality support.
- Continuously document troubleshooting steps and resolutions to contribute to knowledge base development.
- Collaborate with cross-functional teams to ensure proper handling and resolution of complex issues.
Desired Qualifications:
- 5-10 years of experience in IT support
- Strong knowledge of computer hardware, software, and network systems.
- Hands-on experience with ticketing systems and IT service management tools.
- Ability to troubleshoot and resolve technical issues remotely, demonstrating excellent problem-solving skills.
