IT Support Specialist (Single Point of Contact)

Job Description:

Ample SofTech is seeking a dedicated IT Support Specialist to provide technical assistance and act as the Single Point of Contact (SPOC) for IT support issues. The successful candidate will assist users with desktop-related technical issues, both locally and remotely, and deliver exceptional service across various platforms.

Key Responsibilities:

• Provide IT support, including technical assistance via telephone, ticketing systems, emails, and instant chat tools.
• Respond to client support requests and contact clients to understand the nature of the problem.
• Travel to client locations or connect via remote link to resolve issues.
• Troubleshoot hardware and software issues effectively.
• Install and maintain hardware and computer peripherals.
• Install, upgrade, and maintain operating systems and computer software.
• Troubleshoot networking and connection issues.
• Advise clients on software and hardware upgrades.
• Provide basic training in computer operation and management as needed.
• Complete job reports and order supplies as required.
• Coordinate with engineers and users to resolve issues efficiently.
• Offer desk-side support for local users and remote support for global users.
• Monitor, track, and respond to customer satisfaction survey responses to ensure high service standards.
• Handle troubleshooting and support for Windows, Outlook, Active Directory, DNS, and DHCP.
• Manage hardware support, including printer setup, system assembling, and disassembling.
• Perform OS troubleshooting, Outlook configuration, and provide expert remote assistance.

Required Skills:

• Strong knowledge of Windows Support and Outlook Support.
• Proficiency with Active Directory, DNS, and DHCP.
• Experience with hardware support, including printers and system setup.
• Excellent troubleshooting skills for operating systems, networking, and Outlook configuration.
• Familiarity with remote support tools.
• Exceptional communication and customer service skills.