Technical Support Specialist
1 week ago
This role involves providing end-user support via phone, email, and chat for our clients in the emerging pharma and biotech industries.
You will be responsible for managing incidents and requests within a ticketing system, providing white-glove service desk support for software and hardware issues, and performing daily ticket follow-ups with end users and documenting results.
Key Responsibilities:- Manage incidents and requests within a ticketing system.
- Provide technical support for software and hardware issues.
- Perform daily ticket follow-ups with end users and document results.
- Resolve username and password problems, uninstall/reinstall approved software applications, and provide multifactor authentication support.
- Offer remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories.
- Support general 'how-to' inquiries and troubleshoot Windows hardware and software break/fix issues.
- CompTIA A+ certification is required.
- Experience supporting Microsoft 365, Windows 10, Active Directory, and Mac OS is necessary.
- Proficiency with ServiceNow, LogMeIn, TeamViewer, Take Control, and other remote access tools is essential.
- Strong technical troubleshooting and customer service skills are required.
- Ability to multitask and work in a fast-paced environment is necessary.
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