IT Support Specialist

il y a 4 semaines

Puteaux, Île-de-France Hirexa Solutions Temps plein

Position: IT Support Specialist

Role Overview: The IT Support Specialist will deliver daily local and remote desktop assistance, manage incoming inquiries, troubleshoot issues, and document the resolution process in a ticketing system. This role is essential in ensuring customer satisfaction by resolving technical challenges related to hardware, software, and applications. The specialist will collaborate with supervisors and managers to maintain operational consistency across shifts within the IT Support Center.

Key Responsibilities:

  • Act as the first and second point of contact for customer inquiries and problem resolution.
  • Coordinate with vendors to address complex audio-visual issues as necessary.
  • Provide timely updates regarding the status and resolution of issues.
  • Maintain accurate ticket updates for all reported incidents.
  • Install, upgrade, support, and troubleshoot various operating systems including Windows XP, 7, 8.1, 10, and Microsoft Office applications.
  • Possess a foundational understanding of the Mac operating system to assist Apple users.
  • Manage the installation, upgrade, support, and troubleshooting of printers and computer hardware.
  • Conduct general preventative maintenance on computers, laptops, and printers.
  • Perform repairs on desktops, laptops, printers, and other authorized peripheral devices.
  • Utilize diagnostic tools to troubleshoot network connectivity and workstation hardware/software issues.
  • Exhibit broad IT knowledge with a basic understanding of networks, servers, audio/visual equipment, smart devices, and telecommunications.
  • Adapt to a project-based environment requiring flexibility and teamwork.

Candidate Qualifications:

  • Bachelor's Degree or equivalent in Computer Science or a related field.
  • Certifications such as CompTIA A+ or Microsoft Certified Professional (MCP) are preferred.
  • Experience with Windows 7-10, Microsoft Active Directory, GPOs, MS Office 365, and PC hardware troubleshooting.
  • Familiarity with mobile device management for iOS and Android devices.
  • Strong analytical, troubleshooting, and problem-solving abilities.
  • Ability to prioritize tasks effectively and meet service level agreements.
  • Excellent communication and internal customer service skills.
  • Adaptability to a fast-paced and evolving work environment.
  • Willingness to work outside regular hours when necessary for projects or urgent support.

Additionally, the IT Support Specialist will mentor and assist junior technicians and provide support to senior technicians in resolving technical tickets.

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