IT Support Specialist
: Job Details :

Description Are you passionate about providing excellent technical support to customers? Jamtek Electrical, LLC in Macon, GA, US is looking for a dedicated Technical Support team member to join us on our mission to deliver top-notch service. As part of our dynamic team, you will have the opportunity to showcase your problem-solving skills, assist customers with their technical inquiries, and also provide internal IT Support. With a competitive salary ranging from $37,400 to $52,000 yearly, you will be part of a supportive environment that values teamwork and professional growth. Join us at Jamtek Electrical, LLC, and be a vital part of our commitment to exceeding customer expectations every day. Responsibilities •Direct unresolved issues to the next level of support personnel •Examine existing policies and procedures. Draft, edit, and/or propose new policies and procedures •Follow-up and update customer[s] information and status •Identify and suggest possible improvements in procedures •Conduct analysis and troubleshooting via email, remote control, and telephone for customer account[s] in a timely fashion •Determine the best solution based on the details and issues provided by customer[s] •Maintain a positive phone demeanor and ensure customer[s] satisfaction •Monitor and troubleshoot backup or other regularly scheduled customer[s] work •Pass on any feedback or suggestion[s] by customer[s] to the appropriate internal team •Perform remote maintenance as needed •Perform remote troubleshooting through diagnostic technique[s] and pertinent question[s] •Provide accurate information on IT product[s] or service[s] •Record event[s] and problem[s] and their resolution in logs •Remove and/or Set up user account[s] on system[s], implementing automated method[s] when possible •Respond to hardware and software support issue[s] from the employee[s] •Serve as the first point of contact for customer[s] seeking technical assistance over email or phone. •Support and troubleshoot day-to-day technology issue[s] for employee[s], including but not limited to cloud application[s], desktop application[s], and the setup and maintenance of computer hardware and/or software •Track and update IT inventory •Understand and solve customer[s] technical problem[s] in-person or over the phone as needs warrant •Walk the customer[s] through the problem-solving process •Work within a ticketing system to track and escalate customer[s] problem[s] •Work with technology team[s] to identify risk[s] and address the identified issue[s] from the risk[s] •Work with vendor[s] to help resolve technical issue[s] •Troubleshoot technological issues and solve problems quickly to ensure our business operations run smoothly •Save all files to a computer backup to make sure files are not lost in case the system crashes •Perform regular maintenance for our phone systems, computer systems, computers, printers, network systems, and any other technical equipment •Make sure new employees have their user accounts, company email, and appropriate security access so they can complete assigned tasks •Implement new technology, such as desktops and computer hardware, operating systems, software programs, and applications Qualifications •2+ years experience in a professional IT setting •High school diploma required, associate's degree in computer science or information technology preferred •Skilled in communication, time management, and organization •Great customer service skills and passion for helping our business succeed •Familiarity with multiple computer operating systems, such as Windows, Mac, and Linux operations