IT Clinic Supp Speclist 1
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Job Location:
Orange, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Overview
The Technical Support Specialist I works both independently and collaboratively with members of the IT Infrastructure team to deliver timely high-quality technical support and customer service. This role is responsible for triaging incidents resolving routine technical issues administering user accounts across multiple systems and ensuring accurate documentation through resolution. Strong follow-through attention to detail and a customer-focused mindset are essential to success in this role.
Responsibilities
Triage and respond to service requests received via phone calls email and self-service tickets.
Resolve routine incidents and service requests; escalate complex issues to the appropriate next level of support.
Maintain clear timely communication with end users by providing updates on ticket status and resolution progress.
Determine priority and severity levels for incoming requests and route tickets to the appropriate support teams.
Partner with management to address emergency issues promptly and identify recurring or widespread issues.
Accurately enter track and update all service requests within the ITSM system.
Follow up on tickets at various stages including shipment tracking approvals and vendor coordination.
Administer user accounts across multiple systems including access provisioning and deprovisioning.
Perform basic troubleshooting of hardware software and peripheral devices.
Configure replacement equipment and stage devices for projects and deployments.
Ship receive and manage IT equipment inventory.
Perform additional duties as assigned by management.
Qualifications
High School Diploma or GED required; Bachelors degree preferred.
Proficiency with Microsoft Office applications.
13 years of experience in a customer service or technical support environment.
Experience supporting a high-volume ticket-driven environment preferred.
Availability to work rotating shifts:
MondayFriday: 6:00 a.m. 8:00 p.m.
Saturday: 6:00 a.m. 4:30 p.m.
Excellent phone communication customer service and problem-solving skills.
Willingness to obtain relevant technical certifications for the role.
Key Skills
- Computer Hardware
- Network Management
- Active Directory
- LAN
- Firmware
- Computer Networking
- POS
- Windows
- Software Troubleshooting
- Operating Systems
- Micros POS
- Analytics
About Company
Western Dental acquires Blue Hills Dental and it's offices located in Northern and SouthernCalifornia as part of the purchase from Guardian Life Insurance Company of America.
