Technical Support Specialist

Are you passionate about technology and eager to build real, hands-on IT experience from day one? As a Technical Support Specialist on our PC Services team, you'll be the go-to resource for Infotech employees experiencing hardware, software, and networking challenges. Every ticket you resolve keeps our teams running. You'll sharpen your troubleshooting instincts, learn enterprise-level tools, and develop the customer service skills that set great IT professionals apart.

You will:

• Answer, evaluate, and prioritize phone, email, and in-person requests for help from employees dealing with hardware, software, networking, and other technology issues - developing a sharp eye for root causes with every interaction.
• Interview users to gather information and guide them step-by-step through diagnostic procedures to identify the source of the problem.
• Log and track every issue in Jira Service Desk, maintaining accurate history records and documentation - gaining fluency in an industry-standard tool used across IT teams everywhere.
• Manage and audit IT asset portfolios, verifying that equipment records are accurate and up to date.
• Support the installation and configuration of computers, software, and peripheral equipment for individual employees, shared workspaces, and large company events.
• Train new employees on software and hardware, building your ability to translate technical concepts for any audience.
• Analyze incident reports and recommend ways to reduce recurring ticket volume
• Test software and hardware for ease of use, and write or revise user-facing documentation.

Do you have experience in User training (technical support)?, Do you have a Associate's degree?, You must have

Bachelor's degree in relevant field, associate's degree and two years' relevant experience, or equivalent combination of education and experience.

We'd like you to have

• Two years experience in a technical support or help desk position.
• Strong communication and customer service skills

Technical skills we'd like you to have

• Computer hardware: desktops, laptops, smartphones, and accessories.
• Microsoft and Mac Operating Systems; Microsoft Office and Google Workspace.
• Help Desk tools, with Jira Service Desk experience preferred.
• Experience deploying software with Microsoft Intune is a plus.
• A+ certification or currently studying for it is welcome - but not required!

Pulled from the full job description

• Health insurance
• Paid holidays

If you're driving on a highway in North America, there's a good chance Infotech software helped build it. In the U.S., 88% of state transportation agencies use Infotech-developed software to manage road construction. From digital bidding to secure document signing, from cost estimation to inspection, we build tools that streamline infrastructure project delivery and ensure transparency, quality, and compliance., We're proud to be a Certified Great Place to Work (https://www.greatplacetowork.com/certified-company/7060193)®, with a people-first culture, outstanding employee retention, and flexible work-life support. Headquartered in Gainesville, Florida, Infotech is a pioneer in civil construction software and a vibrant community of technologists, collaborators, and problem solvers., This is an on-site position which requires candidates to be able to commute to our headquarters in Gainesville, Florida, at least 3 days a week. Come work in our state of the art facility in Celebration Pointe (https://www.celebrationpointe.com/) where you can enjoy restaurants in the open air plaza and stunning nature views over Split Rock Conservation Area.