Information Technology Support Specialist

Title: IT Support

Location: Murphy, NC

Duration: 12 months of contract

Shift: 1st shift, M-F 8-5pm

Role and responsibilty:

• As an IT PC Refresh Support Tech you will be responsible for providing technical assistance in the PC hardware refresh deployment project.
• You will build, swap out and deploy refreshed hardware to our end users and ensure the smooth operation of IT systems at your location.
• You may also troubleshoot hardware and software issues, provide the highest quality customer services, and resolve IT issues in a timely manner to support agility within business.
• This role may require after-hours support in the event of any emergency, critical troubleshooting, system maintenance or other issues as requested.

To be considered for the IT PC Refresh Support Tech role, here's what you'll typically need to bring with you:

• 1-2 years of proven experience in a customer support position involving technical knowledge of a company’s products, services, and IT systems.
• Experience installing and configuring computer systems and applications.
• Disciplined, systematic problem-solving skills required.
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
• Experience working in and assisting others through company service desk software, such as Bomgar in addition to other remote access desktop programs.
• Experience working with different operating systems including Windows and Mac OS
• Professional written and interpersonal skills are essential when communicating with customers and clients.
• High school diploma or equivalent; IT-related coursework or certifications a plus.
• Industry certifications (preferred) Windows 7/10, CompTIA A , CompTIA Net , ITILv4 foundation, Dell proven professional.

As an IT PC Refresh Support Tech, you will:

• Installation and support of endpoint software
• Deployment of PC equipment and accessories
• Provide guidance and explain policies and procedures to end-users.
• Troubleshoot end-user PC, network, printing, and application issues.
• Diagnose, research, and resolve routine end-user issues.
• Escalation of issues to appropriate team after troubleshooting and documenting progress in the ITSM tool
• Provide Day to day operations support as Level 2 to end users.
• Complete detailed documentation in ticketing system; incidents and requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved.