Description:

Coastal Mechanical, one of the largest mechanical contractors in the Southeast, is currently seeking a bilingual IT Support Specialist. You will be a primary point of contact for employees experiencing technology issues. This role is crucial in ensuring the smooth operation of our IT infrastructure, enabling our team to maintain excellence in HVAC and Plumbing services. You will provide technical support and guidance on a variety of IT-related issues, including software, hardware, and network systems to both office staff and field employees. The ability to translate and communicate complex technical instructions to a non-technical/remote staff is of paramount importance.

Requirements:

Key Responsibilities:

• Serve as a primary point of contact for employees seeking technical assistance over the phone, via email, or in person.
• Gather information from a variety of sources and record issue details in a ticketing system.
• Perform both in person and remote troubleshooting and problem resolution.
• Guide non-technical staff through technical troubleshooting and problem resolution steps via phone calls, texts, and emails.
• Escalate unresolved issues to the next level of support personnel.
• Provide guidance and training as necessary to end users on the software features/functionality.
• Record events, problems, and resolutions in CRM system.
• Provide follow-up and updates to customers on issue status and resolution.
• Identify and suggest possible enhancements to departmental procedures.
• Install, modify, and repair computer hardware and software.

Qualifications:

• Degree in Information Technology, Computer Science, or related field preferred (experience accepted in lieu of degree)
• 3 years of experience in an IT Support, Help Desk, of Desktop Support role.
• Must be able to speak fluently in both English and Spanish
• Background diagnosing and resolving basic, intermediate, and advanced level technical issues.
• Strong working knowledge of Microsoft365 applications and administrative tools
• Proven experience configuring, supporting, and troubleshooting Windows PCs and laptops.
• Ability to support iPhones, iPads, and Android based mobile devices.
• Familiar with basic concepts around networking and systems administration
• Familiarity with remote support tools and ticket tracking systems
• Excellent written and verbal communication skills.
• Ability to work well both individually and as a member of a team.

Additional Skills:

• Initiative
• Patience
• Strong organizational and time-management skills

CMSFOR1 At Coastal, we take pride in our work and in our employees! Visit our website at: www.coastalmechanical.com to see our projects and our pride.Our culture is defined by Quality, Pride and Respect. Coastal Mechanical strives to develop talent in all our employees.Coastal Mechanical is an Equal Opportunity Employer and a Drug Free Workplace.