Technical Support Specialist
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Job Description
Technical Support Specialist providing remote helpdesk, Windows desktop, hardware, and web application support. Managing tickets, troubleshooting client systems, and educating users.
Responsibilities:
- Serve as the initial point of contact for all help desk inquiries
- Respond to help desk calls and emails
- Log requests and create tickets/cases in the help desk system
- Manage and monitor open ticket queues, ensuring timely updates and resolution
- Escalate complex issues to Support Center Engineer II when necessary
- Communicate with clients regarding ticket status and resolutions
- Monitor systems for potential issues and initiate dispatch for on-site technicians as required
- Diagnose and resolve technical issues involving desktop applications, hardware, peripherals, mobile devices, and web applications
- Utilize remote control and monitoring platforms for troubleshooting
- Provide web application support
- Educate clients on system and application use
- Document and share tips, FAQs, and resources
- Contribute to training materials and client resources
- Enter detailed daily time logs and work descriptions
- Follow processes for case management and Service Level Agreements (SLAs)
- Contribute to process improvement and automation recommendations
- Act as backup for other technical support roles
- Accommodate flexible schedules, including holidays, weekends, and overtime
- Collaborate with team members to deliver high-quality service
Requirements:
- Minimum of 4 year of experience in a helpdesk or technical support role
- Minimum of 2 years of experience in Windows desktop support
- Minium of 2 years of experience in troubleshooting hardware, preferable in a POS environment
- Strong customer service skills, with the ability to communicate professionally and empathetically
- Familiarity with office automation products, remote control, and monitoring platforms
- Strong knowledge of Windows 11 usage and troubleshooting
- Proficiency in diagnosing technical issues, troubleshooting desktop applications, hardware, and web applications
- Experience in client education and training, with an emphasis on explaining technical information clearly to non-technical users
- Experience with support ticket systems, documentation, and escalation processes
- Detail-oriented with the ability to manage multiple tickets and tasks effectively
- Self-motivated and able to work independently with minimal guidance
- Positive, team-oriented mindset with a proactive approach to problem-solving
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