IT Support Technician
Purple Drive
Overview: IT SUPPORT TECHNICIAN POSITION SUMMARY We are seeking a dedicated IT Support Technician to provide exceptional technical support to our customers across multiple channels. This role involves troubleshooting hardware and software issues, guiding customers through problem-solving processes, and ensuring high-quality customer service. The position offers flexible shift schedules to accommodate 24/7 support coverage. SHIFT SCHEDULES Option 1:
- Tuesday through Saturday (4:00 PM to 12:30 AM EST)
- Sunday & Monday: Rest Days
- Saturday through Wednesday (12:00 PM to 8:30 PM EST)
- Thursday & Friday: Rest Days
- Respond to technical inquiries via email, online chat, phone, and in-person interactions
- Provide information about IT products and services to customers
- Walk customers step-by-step through the problem-solving process
- Ensure clear communication and understanding throughout support interactions
- Follow up with customers to ensure satisfactory service resolution
- Help customers troubleshoot hardware and software issues
- Diagnose and resolve a variety of technical problems
- Provide clear, step-by-step instructions for issue resolution
- Escalate complex technical issues to appropriate team members when necessary
- Document troubleshooting steps and solutions for future reference
- Communicate customer feedback to appropriate internal team members
- Maintain professional and friendly demeanor in all customer interactions
- Provide constructive input on process improvements
- Collaborate with team members to enhance service quality
- Excellent problem-solving and analytical skills
- Comprehensive knowledge of computer systems with experience troubleshooting hardware and software
- Strong communication abilities - ability to break down technological processes and deliver clear, step-by-step instructions
- Patient, friendly demeanor with great aptitude for listening
- Strong verbal and written communication skills
- Commitment to providing exceptional customer service
- Passion for problem-solving and customer service
- Tech-savvy with experience working in a tech-related field
- Proven ability to diagnose and resolve a variety of technical issues
- Team-oriented mindset with openness to constructive feedback
- Eagerness to learn new technologies and systems
- Previous experience working as an IT help desk technician or in a similar customer support role
- Knowledge of Windows and Mac operating systems
- Understanding of basic networking concepts
- Familiarity with common software applications and troubleshooting
- Experience with remote support tools
- Basic understanding of hardware components and peripherals
- Strong customer service orientation
- Patience and empathy when dealing with frustrated customers
- Ability to remain calm under pressure
- Detail-oriented with strong organizational skills
- Flexibility to adapt to changing technologies and procedures
Vacancy posted 3 days ago
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