What are the responsibilities and job description for the Information Technology Support Specialist position at Ethos Group?
About the Role
Ethos Group is looking for a motivated, customer-centric IT Support Specialist based in the Dallas–Fort Worth area. This position provides first-line technical support to internal teams and external clients while developing strong expertise in Ethos Group’s proprietary technology platforms.
As an IT Support Specialist, you will be responsible for responding to technical inquiries through phone, email, and a ticketing system, troubleshooting hardware and software issues, and ensuring a positive support experience. A critical component of this role is learning, supporting, and troubleshooting the proprietary software platforms developed by Ethos Group.
Key Responsibilities
- Technical Support: Provide first-level support for hardware, software, and network-related issues, ensuring timely and effective resolution.
- Customer Communication: Respond to incoming support requests via phone calls, emails, and the ticketing system in a professional and service-oriented manner.
- Ticket Management: Log, track, prioritize, and resolve support tickets while maintaining accurate documentation and meeting service-level expectations.
- Proprietary Software Support: Learn, understand, and master Ethos Group’s proprietary software applications to provide specialized troubleshooting and user support.
- User Assistance: Assist employees and clients with software installations, configurations, access issues, and general system usage.
- System Maintenance: Perform routine system maintenance, updates, and basic security checks to ensure optimal performance and reliability.
- Issue Escalation: Identify recurring or complex issues and escalate them appropriately while providing detailed documentation.
- Continuous Learning: Stay current on internal systems, new software releases, and evolving IT best practices.
Qualifications
- Experience: Previous experience in IT support, help desk, or a related technical support role.
- Technical Knowledge: Working knowledge of computer hardware, operating systems, networks, and common software applications.
- Learning Agility: Demonstrated ability to quickly learn new systems and proprietary software platforms.
- Communication Skills: Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Problem-Solving: Excellent troubleshooting and analytical skills with strong attention to detail.
- Customer Focus: Professional, patient, and solutions-oriented approach to user support.
Salary : $20 - $21