IMEG
IMEG is seeking a full-time entry-level Support Specialist responsible for ensuring proper computer operations so that end users can accomplish organizational tasks. The role includes receiving, prioritizing, documenting and actively resolving end user help requests, with problem resolution involving diagnostics and help request tracking tools and hands-on desktop support when needed.
Responsibilities Field incoming help requests from end users via telephone and work orders in a courteous manner
Process support tickets using Zendesk
Document end user information (name, department, contact information, nature of problem)
Build rapport and elicit problem details from help desk customers
Prioritize and schedule problems; escalate to appropriately experienced technicians when required
Record, track, and document the help desk resolution process, including decisions and actions taken
Apply diagnostic utilities to aid in troubleshooting
Access software updates, drivers, knowledge bases, and frequently asked questions to aid resolution
Identify and learn appropriate software and hardware used and supported by the organization
Perform hands-on fixes at the desktop level, including installing/upgrading software, configuring systems and applications, and implementing file backups
Test fixes to ensure problems are resolved
Perform post-resolution follow-ups and develop end-user knowledge base articles
Perform related duties consistent with the scope and intent of the position
Required Skills/Abilities Good understanding of the organization's goals and objectives
Exceptional written and oral communication skills
Exceptional interpersonal skills with a focus on rapport-building, listening and questioning
Strong documentation skills
Occasional after-hours support as needed
Prior application support experience
Working knowledge of diagnostic utilities
Knowledge of basic computer hardware
Proficient in Microsoft Office Suite (Word, Excel, Outlook)
Ability to travel up to 10% with occasional overnight stays
Education and Experience High School Diploma or equivalent required
Associate’s Degree or certificate preferred
Experience with desktop operating systems including Windows 10
Experience supporting Microsoft Office
This position is not eligible for sponsorship
About IMEG IMEG, an employee-owned corporation, is committed to investing in employees’ futures through professional development programs and opportunities for career advancement. We offer a comprehensive benefits package including generous PTO, flexible schedule, and tuition reimbursement. Employees are eligible to enroll in health, dental, vision, and life insurance on their first day of employment.
IMEG is committed to providing equal employment opportunities in all employment practices, without regard to race, color, religion, sex (including sexual orientation or gender identity), gender, national origin, disability, age, genetic information, parental status, ethnic origin, citizenship status, marital status, military service, veteran’s status, political affiliation, non-merit-based factors, or any other characteristic protected by law. All applicants have the right to request access, correction, and deletion of their personal information. Please email careers@imegcorp.com with any inquiries.
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