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Senior IT Support Specialist
2 months ago
About MASHPOINT LLC
MASHPOINT LLC is seeking a highly motivated and experienced Senior IT Support Specialist to join our growing team. In this role, you will be responsible for providing exceptional technical support to our clients, ensuring their smooth operation and satisfaction.
Responsibilities:- Provide prompt and effective resolution to a wide range of technical inquiries received via various channels, including phone, email, and in-person interactions.
- Develop creative solutions to complex customer issues, prioritizing user productivity and satisfaction.
- Offer first and second-tier support to end users for diverse IT needs, encompassing PC hardware, Microsoft Windows operating systems, software applications, Active Directory, Office 365, and basic networking troubleshooting.
- Manage the installation and updates of computer applications as required.
- Configure and maintain notebooks, projectors, desktops, mobile devices, and other equipment according to established procedures.
- Conduct follow-up calls with customers to ensure complete resolution of reported issues. Escalate complex cases to appropriate technical or management personnel when necessary.
- Contribute to the development and documentation of IT support processes and procedures.
- Collaborate with other offices and locations to address technology-related challenges.
- Stay abreast of current industry trends, technologies, and best practices in the field of IT support.
- Minimum 2 years of proven experience providing technical support for Windows-based operating systems and PC hardware.
- 1 year of experience with Microsoft Windows 10 and Microsoft Office Suite, including O365.
- A strong commitment to delivering exceptional customer service and responsiveness.
- Demonstrated ability to thrive in a fast-paced, deadline-driven environment.
- Experience working within team-based methodologies such as Agile or Kanban.
- Familiarity with IT industry standards and best practices.
- Proven proficiency in utilizing research tools and techniques to resolve technical issues effectively.
- Valid driver's license and access to a reliable vehicle are essential.
- Ability to lift up to 35 pounds and push/pull up to 65 pounds.
- Highly self-motivated, organized, with excellent interpersonal and communication skills.
- Demonstrated ability to exercise independent judgment and decision-making.
