IT Technical Support Specialist

Job Description

1. Desktop Support: Troubleshoot and resolve hardware and software issues for PCs, laptops, and peripheral devices. Perform system maintenance to ensure optimal performance and reliability. 2. Software Installation and Configuration: Install, configure, and update system software and applications according to organizational standards. Resolve compatibility issues and ensure software compliance. 3. User Account Management: Create, update, and manage user accounts, including assigning and modifying account permissions. Support password resets and account recovery requests. 4. Call and Chat Support: Provide real-time technical support through phone and chat, ensuring quick and efficient resolutions. Handle multiple chat sessions simultaneously while maintaining service quality. Document user issues and steps taken for resolution during live interactions. 5. Technical Assistance: Deliver simple and effective technical solutions to end-users with varying technical proficiency levels. Guide basic troubleshooting techniques to empower users and prevent recurring issues. 6. Documentation and Escalation: Accurately record all user interactions, issues, and solutions in the ticketing system. Escalate unresolved or complex issues to senior support teams or specialists as required. Skills and Qualifications: 1-2 years of experience in IT technical support or a related role. Proficiency in troubleshooting desktop hardware, operating systems (Windows, macOS), and common software applications. Experience in delivering technical support via call and chat, with the ability to manage multiple support channels simultaneously. Basic understanding of networking concepts (Wi-Fi, LAN, VPN) and familiarity with remote support tools.