Job Description

We have an outstanding career opportunity for an IT Specialist to join a leading Company located in the Huntsville, AL surrounding area.

The IT Specialist II is a member of a team focused on assisting customers via a ticketing system and direct telephone contact. We provide support for Windows desktops and servers, Microsoft 365 products, backup solutions, computer networks, and other IT services.

Responsibilities :

• Customer Service: Providing positive user experience by being patient, empathetic, and helpful.
• Responding to Customer Queries: Handling inquiries via phone, email, or tickets to provide immediate assistance.
• Troubleshooting Technical Issues: Diagnosing and resolving basic technical problems, such as software glitches, connectivity issues, and hardware malfunctions.
• User Account Management: Managing user accounts, including creating accounts, assigning permissions, and resetting passwords.
• Software Installation and Configuration: Assisting with installing and setting up software applications.
• Logging and Escalating Issues: Documenting issues and escalating more complex problems to higher-level support tiers when necessary.
• Providing Step-by-Step Guidance: Clear instructions are offered to help users resolve their issues independently.

Basic Hiring Criteria :

• High school diploma or equivalent.
• Minimum 3-5 years of hands-on experience.
• Any relevant certifications are a plus (e.g., CompTIA, Google, AWS, Microsoft, etc.).
• Proven interest in and enthusiasm for technology; willingness to learn and grow in the field.
• Strong problem-solving skills and attention to detail.
• Excellent communication and interpersonal skills; ability to explain technical concepts to nontechnical users.
• Ability to work both independently and collaboratively within a team environment.
• Familiarity with Windows and/or macOS operating systems; knowledge of Microsoft 365 products and services is a plus.
• Basic understanding of networking concepts and protocols.
• Solid grasp of systematic troubleshooting.
• Capable of performing calmly and effectively in a dynamic call center environment or at a customer site, with often conflicting priorities and urgent customer requests.

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