What are the responsibilities and job description for the IT Support Specialist position at THE TIRE RACK, INC?
We are looking for a talented Help Desk Technician to provide responsive and friendly technical assistance on computer systems. You will answer questions on basic technical issues and offer advice and provide solutions to solve them.
An excellent Help Desk Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
The goal is to create value for clients that will help preserve the company’s reputation and business.
Role and Responsibilities:
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform troubleshooting through diagnostic techniques and pertinent questions
- Perform setup and troubleshooting of end user equipment
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
Requirements:
- Computer troubleshooting experience
- Good understanding of computer systems, mobile devices, and other tech products
- Experience with MacOS and Windows
- Ability to diagnose and resolve basic technical issues
- Excellent communication skills
- Customer and team-orientated
#HP
