IT Support Technician
Responsibilities:
Research and identify solutions to software and hardware issues
Diagnose and troubleshoot technical issues.
Talk clients through a series of actions, either via phone, email or chat. Provide prompt and accurate feedback, and follow-up on case resolution to customers.
Properly escalate unresolved issues to appropriate internal teams.
Provide prompt and accurate feedback to customers
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals
Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
Good understanding of computer systems, mobile devices and other tech products
Familiarity with remote desktop applications and help desk software
Good problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
Requirements:
BS degree in Information Technology, Computer Science or relevant field- 2 experience as IT Support
Additional certification is a plus.