Technical Support Specialist Job Summary The Technical Support Specialist serves as the primary point of contact for users requiring IT assistance, delivering exceptional customer experiences. In this key role, the specialist will be responsible for handling multiple technical inquiries, applying their expertise to resolve tier 1 issues and escalate unresolved matters to specialized support teams when necessary. Detailed Responsibilities: - Ticket Management: Effectively manage and organize the Incident and Request Queue, ensuring tickets are accurately assigned. - Customer Support: Provide solutions to user queries and serve as the initial point of contact for customers. - Escalation: Escalate unresolved queries to the next level of support as needed. - Troubleshooting: Guide users through troubleshooting processes effectively. - Follow-up: Follow up with users to ensure high-level satisfaction and issue resolution. - Exceeding Expectations: Deliver exceptional customer service, exceeding expectations by providing timely and effective resolutions. - Documentation: Maintain detailed case records, documentation, and ensure cases are closed efficiently. Key Skills and Qualifications: This position requires a strong understanding of technical support principles and best practices. The ideal candidate will have: - A minimum of 2-4 years of experience in technical support, with a focus on delivering high-quality customer experiences. - Proficiency in Windows operating systems, Active Directory, and network-shared printers. - Proven ability to efficiently manage tickets and provide exceptional customer support. Benefits: This role offers a comprehensive benefits package, including: - Health benefits including medical, vision, and dental coverage. - Training and development programs to enhance technical skills. - Employee recognition program to reward outstanding performance. - Paid time off and family-paid leave for work-life balance.