IT Support Specialist
6 days ago
Company Overview
Americana Computer Systems is a leading provider of innovative IT solutions, committed to delivering exceptional service and support to our clients.
About the Role
We are seeking an experienced Service Desk Engineer to join our team. As a key member of our operations department, you will be responsible for providing top-notch user support, troubleshooting technical issues, and ensuring compliance with organizational policies and industry standards.
Key Responsibilities
- Responding to user queries and issues via phone, email, chat, or in-person
- Diagnosing and resolving technical issues, from simple password resets to complex problems with network connectivity or software functionality
- Installing, configuring, and updating hardware and software, ensuring they function correctly
- Maintaining accurate records of issues and resolutions, IT inventory, and documentation of processes and systems
- Educating users on effective use of IT resources and software applications
Requirements
- Minimum 2 years of experience in similar operations
- Educational Background: Associate degree in information technology, computer science, or related field (some positions may require a bachelor's degree)
- Technical Skills: Knowledge of computer systems, networks, and common software applications; familiarity with Windows, macOS, and Linux operating systems
- Problem-Solving Abilities: Efficiently diagnose and resolve technical issues
- Communication Skills (English): Strong verbal and written communication skills to explain complex IT concepts to non-technical users
- Customer Service Orientation: Friendly and patient demeanor when dealing with frustrated users or complex IT issues
- Certifications: CompTIA A+, Microsoft Certified Professional (MCP), or ITIL V4 Foundation can be beneficial
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