IT Support Specialist

We are currently seeking an IT Help Desk Support Specialist at our Home Office in Lakewood Ranch, Florida. Will be responsible for providing technical assistance and support related to computer systems, including but not limited to hardware, software, and network support inquiries. Responds to queries, runs diagnostic programs, isolates problem, determines, and implements solutions, with a positive attitude and a high level of customer service/satisfaction.

Duties/Responsibilities:

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Identifies, researches, and resolves technical problems for end users.
• Responds to telephone calls, emails and in-person requests for a variety of technical issues and requests in a timely, professional, and courteous manner.
• Write training manuals.
• Train users
• Maintain daily performance of computer systems.
• Ask questions to determine nature of problem.
• Walk customer through problem-solving process.
• Install, modify, and repair computer hardware and software.
• Provide first tier support for other peripheral equipment such as printers, scanners, copiers and audio-visual systems.
• Clean up computers and track computer inventory.
• Run diagnostic programs to resolve problems.
• Install computer peripherals for users.
• Follow up with customers to ensure issue has been resolved.
• Gain feedback from customers about computer usage.
• Run reports to determine malfunctions that continue to occur.

Education and Experience:

• High school diploma or equivalent.
• Troubleshooting hardware, software, printers and network connectivity.
• Strong PC, application and network troubleshooting skills.
• Proven verbal and written communications skills supporting end users in a call center environment and using remote support tools when required.
• Top tier customer service skills and a commitment to the quality of the customers experience.
• Hands on experience with Windows 10, and Microsoft Office 365.
• Minimum of 1-year prior Help Desk or Desktop support experience.
• Ability to effectively troubleshoot & resolve problems with all levels of management and users.
• Previous Help Desk experience is required.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 50 pounds at times.
• Must be able to access various departments of a given location.