Job Summary:
GDC IT Solutions is a full-service IT Staffing and Solutions company specializing in various IT domains. They are currently seeking a Computer Support Specialist who will be responsible for handling help requests, troubleshooting issues, and improving helpdesk efficiency.
Responsibilities:
• Field incoming help requests from end users via both telephone and e-mail in a courteous manner
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Build rapport and elicit problem details from help desk customers
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Apply diagnostic utilities to aid in troubleshooting
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Identify and learn appropriate software and hardware used and supported by the organization
• Perform hands-on fixes at the desktop, network levels, including installing and upgrading software, installing hardware, implementing file backups, mapping, troubleshooting connections, configuring systems, and applications
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
• Test fixes to ensure problem has been adequately resolved
• Perform post-resolution follow-ups to help requests
• Develop help sheets and frequently asked questions lists for end users
• Performs other duties as assigned by management
• Represents the MIS/IT Department on continuous improvement or other task teams
• Works to improve helpdesk efficiency by suggesting changes, such as creation of frequently asked questions and template for loading software
Qualifications:
Required:
• Associate's or Bachelor's Degree in related field
• 3+ years of overall IT support experience for desktops, laptops, mobile, and other peripheral devices
• 1 or more years of recent hands on IT Desktop Support experience - installing, upgrading, troubleshooting, and managing software and hardware
• Knowledge of basic computer hardware, including desktops, laptops and printers
• Experience with desktop and server operating systems, including Windows 10 pro, Windows Server 2012
• Extensive application support experience with Microsoft Office
• Good understanding of the organization’s goals and objectives
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, listening, and questioning skills
• Exceptional customer service orientation
• Experience working in a team-oriented, collaborative environment
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components
• Lifting and transporting of moderately heavy objects, such as computers and peripherals
Preferred:
• Hands-on work experience preferred
• Professional certifications such as A+, Network+, and MCSA
Company:
GDC IT Solutions | Premier IT Services & Technology Partner Global Data Consultants, LLC (dba GDC IT Solutions) is a veteran-owned, full-service IT provider supporting small businesses, mid-market companies, enterprises, educational institutions, and government agencies. Founded in 1995, the company is headquartered in Chambersburg, USA, with a team of 201-500 employees. The company is currently Growth Stage.