Desktop/Tech Support Specialist

Responsibilities

 

• Provide technical support to end-users via telephone, email or chat
• Troubleshoot and resolve hardware, software and voice/data communication systems issues
• Escalate calls when appropriate
• Write concise and informative service tickets
• Follow up on all tickets in a timely manner and pursue issues through to resolution
• Use ticketing systems and write technical support reports and documentation
• Possess broad knowledge and proficiency with popular operating systems, application software, desktop and laptop computers, printers and networks
  
   

Qualifications

 

• Previous experience in operations support or a similar role.
• Strong customer service skills, with the ability to effectively communicate technical information to non-technical users.
• Proficiency in Windows OS 10 and 11, with the ability to troubleshoot and resolve related issues.
• Knowledge and experience with Mac OS, including software installations and configurations.
• Familiarity with Mac and Apple equipment, including laptops, desktops, and peripherals.
• Solid understanding of laptop/desktop hardware setup and troubleshooting.
• Excellent problem-solving and analytical skills.
• Ability to prioritize tasks and work efficiently in a fast-paced environment.
• Strong attention to detail and commitment to providing high-quality support.
• Certifications or additional training in relevant IT fields are a plus.