IT Technical Support Specialist

Position Summary:

The IT Support Specialist serves as the primary point of contact for clients requiring technical support. In this role, you will assist customers in setting up and troubleshooting their rental equipment, ensuring seamless operations during their events. This position is ideal for someone tech-savvy, customer-focused, and thrives in a dynamic environment.

Key Responsibilities:

• Client Support: Monitor and respond promptly to support requests from clients via phone, email, chat, and video calls.
• Troubleshooting: Assist clients with issues related to rental equipment, including name badge printers (Zebra, Epson, Brother, etc.), networking devices, Windows laptops, and iOS devices.
• Documentation: Document support notes in client profiles and follow up as necessary to ensure resolution and client satisfaction.
• Feedback Sharing: Provide feedback and suggest improvements to enhance client satisfaction and service quality.
• Networking Support: Offer router and networking support to clients.
• Content Creation: Create new articles and tutorials (including video content) with screenshots and GIFs to expand the online support library.
• Portal Enhancement: Provide feedback to improve the customer-facing self-service support portal on our website.
• In-House Support: Assist with setting up rental equipment (routers, iPads, printers) when not actively supporting clients.
• After-Hours Support: Provide occasional after-hours support as needed.

Skills and Qualifications:

• Technical Expertise: Highly technical and computer-savvy with excellent troubleshooting skills. (If you know what RAM and SSD are and are the go-to tech person in your family, we’re looking for you!)
• Problem Solving: Strong problem-solving abilities with a passion for diagnosing and resolving issues effectively.
• Customer Service: Friendly, patient, and dedicated to delivering outstanding customer service.
• Communication: Excellent oral and written communication skills to interact professionally with clients.
• Preferred Certifications: Networking, Microsoft, or iOS certifications are a plus.
• Teamwork: Must be a team player, adaptable to a fast-paced event rental environment, and eager to help both customers and colleagues.

Experience:

• 2 years in a help desk or technical support role.
• 2 years in customer service.
• Experience working in a Windows environment.
• Knowledge of configuring and operating computer systems.