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Computer Support Specialist (Help Desk Tier 1)

Company: Insight Global
Location: Suffolk
Posted on: May 3, 2021

Job Description:

This individual will be responsible for providing telephone / in-person support to end-users on hardware, software, and network related problems, questions, and use. Provides first-level problem resolution on the telephone with users; and walks the user through a series of steps to determine problem; classifies level, priority, and nature of problem. If not able to diagnose problem and/or problem requires physical interaction with end user; dispatches technical support specialists from appropriate team. Opens, tracks, and closes trouble tickets; ensures problem ownership and promotes end-user satisfaction. Daily responsibilities may include, but are not limited to:- Respond to community requests via telephone, email, via remote access, and in-person. - Diagnose and resolve information technology hardware and software issues. Stay current with technological trends related to the clients' technical environment. - Identify and escalate situations requiring urgent attention. - Capturing and documenting the details of an issue and troubleshooting steps taken in order to escalate the issue or document the identification and resolution; using a ticketing system to track and route problems and requests and document solutions. - Work with Technology Services colleagues to research and document problem resolutions. - Work independently to research and resolve technical issues. - Work with Technology Services colleagues in researching and writing documentation and policy. - Conduct timely visits to off-site offices to provide in-time assistance in urgent situations. - Develop and maintain knowledge of Technology Services roles and responsibilities. - Assist with maintaining hardware / software inventory. Minimum Requirements- 3+ years of computer support experience and/or training; or equivalent combination of education and experience- Strong working knowledge of Microsoft Operating Systems and Office productivity products.- Ability to communicate and interact successfully with a diverse community and to develop and maintain positive professional relationships with colleagues and TowneBank staff members. - Ability to research and report on problems, solutions, products, and vendors. - Creative thinking and problem solving. - Capable of lifting 50lbs for equipment deployment.- Excellent oral and written communication skills- Must be able to recognize questions that go beyond the scope of services provided by the Technology Services and make accurate referrals to other service providers as needed.

Keywords: Insight Global, Suffolk , Computer Support Specialist (Help Desk Tier 1), Other , Suffolk, Virginia

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