Technical Support Specialist

Are you passionate about solving technical challenges and helping people succeed? We’re looking for a Technical Support Specialist who thrives on troubleshooting, problem-solving, and delivering exceptional customer service. In this role, you’ll serve as the frontline support resource for employees, ensuring they have the technology and tools they need to stay productive.

If you enjoy working with a variety of hardware, software, and end users in a fast-paced environment, we’d love to hear from you.

As a Technical Support Specialist, you will:

• Serve as the first point of contact for IT support requests received through phone, email, chat, and web portal.
• Deliver prompt, professional, and customer-focused technical support while building positive relationships with users.
• Diagnose and resolve hardware, software, and system issues, escalating complex problems when necessary.
• Prioritize incidents and service requests to meet established service level agreements (SLAs).
• Document troubleshooting efforts, solutions, and resolutions to ensure effective knowledge sharing and issue tracking.
• Research and implement solutions using internal resources and external knowledge bases.
• Provide hands-on desktop support, including hardware repairs, peripheral setup, and workstation troubleshooting when remote support isn’t sufficient.
• Perform preventive maintenance on computers, printers, networks, and software systems to help minimize downtime.
• Create user-friendly help guides, FAQs, and troubleshooting documentation.
• Support IT hardware and technology systems within a manufacturing environment.
• Identify opportunities to improve processes, enhance service delivery, and strengthen the user experience.

Technical Support, Identify Issues, Technical Support, Customer Support/Service, Problem Solving Skills, Internet Portal, Online Chat, Customer Relations, Knowledge Base, Hardware Repair, * Knowledge of computer hardware, including desktop and laptop systems, component replacement, and workstation setup.

• Experience supporting Windows 11 operating systems.
• Experience supporting Microsoft Office applications.
• Familiarity with diagnostic and troubleshooting utilities, such as Process Explorer and Microsoft Sysinternals.
• Strong verbal and written communication skills.
• Excellent customer service and relationship-building abilities.
• Strong attention to detail and organizational skills.
• Proven analytical and problem-solving capabilities.
• Ability to prioritize multiple tasks and perform effectively in a fast-paced environment.

Education

• Associate’s degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience.

Experience

• Minimum of one year of technical support or help desk experience.