IT Support Specialist – Austin (5 days onsite)
Temporary (could be 1 to 3 month Contract)
Position Summary
The IT Support Specialist provides technical assistance and system support to internal users, ensuring efficient resolution of hardware, software, and system-related issues. This role serves as a key point of contact for troubleshooting technical problems, responding to support requests, and maintaining a high level of customer service while supporting business operations.
Key Responsibilities:
Technical Support & Troubleshooting
- Provide Tier 1 and Tier 2 technical support for hardware, software, and proprietary business applications.
- Diagnose and resolve moderate to complex technical issues through phone, email, remote support, and in-person assistance.
- Respond promptly to support requests and ensure timely resolution of incidents and service tickets.
- Escalate unresolved or high-priority issues to the appropriate teams and communicate critical concerns to management.
- Document, track, and monitor support requests to ensure accurate records and effective follow-up.
Systems & Business Support
- Develop and maintain a strong understanding of internal systems, workflows, and business processes to effectively support end users.
- Assist users with system navigation, troubleshooting, and application-related questions.
- Collaborate with cross-functional teams to identify and resolve recurring technical issues.
- Support system updates, deployments, and technology initiatives as needed.
Customer Service & Quality
- Deliver exceptional customer service while maintaining professionalism and responsiveness.
- Support organizational quality initiatives and adhere to established service standards.
- Contribute to continuous improvement efforts by identifying opportunities to enhance support processes and user experience.
Additional Responsibilities
- Perform other duties and special projects as assigned.
- Support departmental and organizational goals, initiatives, and quality programs.
Qualifications
- Working knowledge of computer systems, hardware, software, and troubleshooting methodologies.
- Strong aptitude for learning new technologies and business applications.
- Ability to quickly adapt to changing priorities and technical environments.
Experience
- Minimum of 1 year of Help Desk, IT Support, Technical Support, or related experience; or an equivalent combination of education and experience.
Skills & Competencies
- Excellent customer service and communication skills.
- Strong analytical and problem-solving abilities.
- Proficiency with Microsoft Office Suite and standard PC applications.
- Knowledge of service desk processes, ticketing systems, and support procedures.
- Strong organizational skills with the ability to manage multiple priorities effectively.
- Excellent interpersonal skills and ability to work collaboratively within a team environment.
- Sound judgment, discretion, and attention to detail.
- Ability to meet established performance and quality standards.
- Commitment to delivering high-quality support and maintaining positive user relationships.
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