L1 Technical Support

As a Technical Support Specialist, you will be responsible for providing first-line technical support to end-users through phone, email, and in-person interactions. Your primary duties will involve diagnosing and resolving hardware and software issues reported by users in a timely and efficient manner. It will be crucial to log and track support requests in the ticketing system to ensure proper documentation and resolution. In this role, you will play a key part in escalating complex issues to higher support tiers when necessary while maintaining clear communication with the end-users throughout the process. Additionally, you will assist in setting up and configuring new hardware and software for end-users, contributing to a seamless user experience. Creating and managing documentation for common issues and solutions in the knowledge base will also be part of your responsibilities. Your focus on providing excellent customer service by effectively communicating updates and resolutions to users will be highly valued. To qualify for this position, an Associate's degree in Computer Science, Information Technology, or a related field is preferred. Previous experience in a technical support or help desk role would be advantageous. A strong understanding of computer systems, mobile devices, and various tech products is essential. Proficiency in Windows and Mac operating systems, along with basic networking concepts, will be beneficial. Excellent verbal and written communication skills are required to interact professionally and effectively with end-users. Problem-solving abilities and attention to detail are vital for troubleshooting issues efficiently. The ability to collaborate in a team environment and work independently with minimal supervision is also important for success in this role.,