What are the responsibilities and job description for the Desktop Support Specialist position at UnifyCX?
UnifyCX is growing and we are looking for an IT Desktop Support Specialist to join our motivated and ambitious team in San Antonio, Texas. Come be one of the pioneers at our newest location!
What Will You Do?
The IT Desktop Support Specialist is responsible for providing technical support to end users for computer hardware, software, and peripheral devices. This role involves troubleshooting and resolving technical issues, ensuring the efficient operation of desktop systems, and delivering excellent customer service. The IT Desktop Support Specialist will work closely with other IT team members to maintain and improve the overall IT infrastructure.
Key Responsibilities
Qualifications
UnifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, UnifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.
At UnifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.
What Will You Do?
The IT Desktop Support Specialist is responsible for providing technical support to end users for computer hardware, software, and peripheral devices. This role involves troubleshooting and resolving technical issues, ensuring the efficient operation of desktop systems, and delivering excellent customer service. The IT Desktop Support Specialist will work closely with other IT team members to maintain and improve the overall IT infrastructure.
Key Responsibilities
- Technical Support:
- Provide first-level support to end users for hardware, software, and network issues.
- Diagnose and resolve technical problems related to desktops, laptops, printers, and other peripherals.
- Assist with the installation, configuration, and maintenance of operating systems and applications.
- Troubleshooting and Issue Resolution:
- Identify and troubleshoot software and hardware issues, escalating complex problems to senior IT staff as needed.
- Document and track support requests using a ticketing system, ensuring timely resolution and follow-up.
- Perform routine maintenance and updates to keep systems secure and efficient.
- User Assistance:
- Offer training and support to end users on software applications and IT policies.
- Respond to and resolve user inquiries, ensuring a high level of customer satisfaction.
- Set up and configure new workstations, including user accounts, email, and network access.
- System Maintenance:
- Assist in maintaining and updating inventory of IT assets, including hardware and software.
- Support the implementation of IT projects, including system upgrades and deployments.
- Ensure compliance with company IT policies and procedures.
- Documentation and Reporting:
- Maintain accurate records of support requests, incidents, and resolutions.
- Prepare and provide regular reports on support activities and system performance.
- Update and maintain technical documentation, including knowledge base articles and user guides.
- Collaboration and Communication:
- Work closely with other IT team members to resolve issues and implement solutions.
- Communicate effectively with users to understand their needs and provide clear instructions.
- Participate in team meetings and contribute to ongoing improvements in IT support processes.
Qualifications
- Education: Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Experience: Minimum of 2-4 years of experience in desktop support or a similar IT support role.
- Knowledge of Contact Center Operations and supporting platforms including CRM, voice or omnichannel communications, ticketing systems, and infrastructure preferred.
- Skills:
- Proficiency in troubleshooting and supporting Windows and/or macOS operating systems.
- Experience with common office applications (e.g., Microsoft Office, email clients).
- Knowledge of network fundamentals and IT security best practices.
- Familiarity with hardware components and peripheral devices.
- Strong problem-solving skills and attention to detail.
- Excellent customer service skills.
- Professional communications skills.
- Demonstrated Verbal and Written English proficiency B1 or higher.
- Ability to work independently and as part of a team.
- Strong organizational skills and the ability to manage multiple tasks simultaneously.
- A proactive approach to problem-solving and continuous improvement.
- Patient, with a strong focus on providing a positive user experience.
UnifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, UnifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.
At UnifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.
