IT Support Specialist
2 days ago
You're joining Quantum, a team of exceptional leaders and individuals who strive for growth and improvement across our business. The information team plays a crucial role in the success of our organization, and you've got a passion for ensuring both our business and customers are protected by creating and improving world-class programs and products.
Job Responsibilities:
- Provide remote technical assistance via phone, chat, or email to ensure seamless support for customers.
- Diagnose and resolve complex technical hardware and software issues efficiently.
- Utilize available information resources to research questions and provide expert advice.
- Advise customers on appropriate actions to take during technical difficulties.
- Follow standard help desk procedures to maintain high-quality service standards.
- Log all help desk interactions to track progress and resolution.
- Ensure complete resolution of issues through follow-up with customers.
- Redirect problems to correct resources to prevent escalations.
- Identify and escalate situations requiring urgent attention to ensure timely resolutions.
- Track and route problems and requests, documenting resolutions for future reference.
- Inform management of recurring problems to facilitate proactive solutions.
- Stay current with system information, changes, and updates to deliver cutting-edge support.
- Contribute to maintaining accurate records of IT assets, including hardware, software licenses, and peripherals.
- Demonstrate exceptional communication and customer service skills while maintaining a courteous and professional demeanor.
- Effectively troubleshoot and resolve technical issues in a professional manner.
- Support the maintenance of training manuals for new and revised software and hardware.
- Train computer users as necessary to enhance their technical skills.
- Participate in rotating on-call schedules to ensure 24/7 support coverage.
- Foster strong relationships with customers through effective communication and issue resolution.
- Possess experience using helpdesk ticketing systems to streamline support processes.
- Knowledge of networking, backup, and data communication systems and procedures is essential.
- Strong verbal and written communication skills are vital for success in this role.
- Able to understand software and hardware applications as applied to the Help Desk position.
- Familiarity with the technologies and systems used by Quantum, particularly Microsoft Operating Systems and software, is highly beneficial.
- Experience using M365 is a plus, but not required.
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