Technical Support Specialist, Service Desk
On-siteTempe, Arizona, United States
Job Summary
Serve as the first line of IT support for incoming calls and tickets, delivering exceptional service via email, phone, chat, and in-person. Diagnose problems, gather information, identify solutions, and log incidents using support tools. Prioritize and multitask to resolve 70%-80% of user issues before escalation, utilizing remote connectivity tools or troubleshooting in the blind. Evaluate situations to determine quick resolution or appropriate escalation, communicating effectively with team members and remote users. This on-site role requires high school diploma, two years of help desk experience, and functional knowledge of Microsoft OS and mobile devices.
Required Qualifications
- High School diploma or equivalent
- Minimum 2-year experience in a help desk or call center environment
- Functional knowledge of Microsoft operating systems and office applications
- Ability to blend creativity, problem solving, and technical skills to support end-users
- Experience with all major types of mobile devices (iOS, Android, Windows, Chrome)
- Top-notch customer service experience
- Ability to effectively communicate with remote users via phone or email and troubleshoot problems using remote connectivity tools or sometimes in the blind
- Must be able to read, write, speak, and understand English
- Must be able to lift up to 70 pounds independently; majority of lifting from knee to shoulder heights; other lifting required from various levels
- Must be able to carry and transport up to 70 pounds up to 20 feet
- Requires excellent visual acuity and manual dexterity
- THIS IS A 100% ON-SITE POSITION (Monday through Friday)
- Hiring is contingent on passing a complete background check
- This role is not eligible for visa sponsorship
Desired Qualifications
- big plus if you have experience with G Suites, Okta, Slack, Zoom, and Jira
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