IT Support Technician

Job Summary:

The IT Support Technician will play a critical role in providing comprehensive technical support to end-users across the company. This position requires a broad range of technical skills, exceptional problem-solving abilities, and the ability to handle a variety of IT and help desk tasks. The IT Support Technician will be responsible for troubleshooting, resolving issues, and escalating complex problems to higher-level technical teams when necessary. 

Key Responsibilities:

• Provide technical support and assistance to end-users, resolving hardware, software, and network-related issues promptly, politely, and effectively.
• Serve as the first and sometimes only point of contact for IT and Help Desk inquiries, troubleshooting problems, and providing timely solutions.
• Assist in the setup and configuration of workstations, laptops, printers, and other IT equipment for employees.
• Install, upgrade, and maintain software applications, ensuring compatibility and functionality.
• Collaborate with other IT teams to resolve escalated technical issues and coordinate problem resolution.
• Escalate complex problems to appropriate technical teams and follow up to ensure timely resolution.
• Maintain accurate records of IT support requests, actions taken, and resolutions in a help desk ticketing system.
• Perform user account management tasks, including creating, modifying, and disabling accounts.
• Conduct user training sessions and create documentation to assist end-users in resolving common issues.
• Stay up to date with the latest IT trends and technologies to provide effective support and recommend improvements.
• Attend all required meetings and events.
• Follow all relevant policies and procedures. 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Preferred Skills:

• Displays empathy and understands the impact of emotions on oneself and others, fostering a positive and supportive work environment.
• Exhibits active listening skills and shows genuine concern for the needs and concerns of end-users, peers, and colleagues.
• Manage conflicts and difficult situations with professionalism, tact, and diplomacy, seeking win-win resolutions.
• Adapts well to change and approaches challenges with resilience and a positive attitude.
• Recognizes and manages personal emotions effectively, demonstrating self-awareness and self-regulation.
• Excellent written/verbal/interpersonal communication skills sufficient to communicate and interact effectively with all levels of the organization.
• Knowledge of contact center technology.
• Ability to install and troubleshoot software/hardware and desktop Windows systems, as well as mobile devices.
• Strong computer and contact center technology acumen with proficiencies in Microsoft
• Entra, Office 365, Active Directory, Microsoft Exchange, Microsoft Dynamics, Knowledge
• Management systems, Customer Relationship Management systems, Cloud Based Software, and/or Power BI.
• Proficiency in ticketing systems and help desk software.
• Excellent command of the English language, and effective use of grammar skills.
• Demonstrated effective time management skills and the ability to prioritize tasks.
• Math skills.
• Multi-tasking skills.
• Organizational skills.
• Ability to handle various projects in a fast-paced environment.
• Willingness to learn and adapt to new technologies and processes.

Key Qualifications:

• High School Diploma or GED equivalent
• AAS degree in Computer Sciences or related field achieved or in progress (minimum)
• Experience with IT systems, hardware, software, and networks
• Prior experience in an IT Help Desk or customer support role is preferred
• Professional Certifications within Computer Sciences or information Technology a plus
• 1-2 years of experience in a Contact Center or related environment a plus

Compensation:

North End Teleservices will offer a comprehensive benefits package. Compensation is commensurate with skills and experience.

Attendance and Punctuality:

Employees will follow the work schedule assigned and must comply with the attendance and established punctuality requirements.

North End Teleservices is an equal opportunity employer and is committed to diversity in its workforce. North End Teleservices recruits qualified applicants without regard to characteristics such as race, color, national origin, religion, gender, gender identity, sexual orientation, disability, veteran status, age, marital status, citizenship status, or any other status protected by law.