I.T. SUPPORT SPECIALIST PROFILE
RESPONSIBILITIES:
Resolves technical problems with remote desktops and other systems
Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through the final resolution
Tests, fixes, and ensure problem has been adequately resolved
Performs post-resolution follow-ups to help requests
Provides phone support and training to new users
Applies virtualization troubleshooting and supports end users
Follows Malware/Virus detection and eradication procedures
Performs hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications
Creates and manages users and computers in your enterprise
Identifies and maintains current knowledge of appropriate software and hardware used and supported by Imagine Learning
SKILLS:
Advanced Microsoft Office Suite experience in Word, Excel, Outlook, and PowerPoint as well as Zoom and other applications
Knowledgeable in Mac and PC laptops, components, and peripherals
Exceptional written and oral communication skills
High attention to detail and understanding of the importance of top-quality customer service with a professional attitude
Fields incoming help requests from end users via both telephone and work orders in a courteous manner
Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
Builds rapport and elicits problem details from help desk customers