Technical Support Specialist

Location: Morgantown, WV

Our client, an innovative organization, is seeking a Technical Support Specialist to provide crucial assistance to employees at various sites, ensuring smooth operations and prompt issue resolution. This full-time position is based in Morgantown, WV, with occasional travel to neighboring office locations.

Primary Responsibilities:

  • Technical Troubleshooting: Address and resolve a wide range of desktop-related IT problems, including hardware, software, network, and application issues reported by end-users.
  • Maintenance & Optimization: Regularly perform updates and maintenance on desktop systems to improve performance and ensure compliance with security requirements.
  • Onboarding Support: Assist in the setup and configuration of new workstations and accounts for new employees, ensuring a smooth start.
  • Multi-Channel Support: Deliver clear and professional support through various channels, such as phone, virtual meetings, email, and in-person communication.
  • Team Collaboration: Collaborate with other IT team members on large-scale projects, such as system upgrades or migrations, contributing to seamless transitions.
  • Documentation & Records: Accurately document support interactions and maintain organized records to streamline future support.
  • Escalation & Research: Escalate complex issues when necessary and stay informed about emerging technologies and industry standards.
  • After-Hours & On-Call: Participate in on-call rotations and provide after-hours support when needed to ensure consistent service availability.
  • Vendor Coordination: Work with third-party vendors and service providers to manage specialized support needs and repairs.
  • Audiovisual Support: Configure and troubleshoot AV equipment in conference rooms to facilitate effective presentations and meetings.
  • Customer Service Focus: Maintain a professional and positive demeanor, delivering exceptional customer service.
  • Security & Compliance: Adhere to all company IT security protocols and policies to protect systems and maintain data integrity.

Preferred Qualifications:

  • Educational Background: Preferred qualification is a bachelor's degree in computer science or a related field, although relevant experience will also be considered.
  • Experience: Minimum of 2 years of experience in a technical support or help desk role.
  • Technical Proficiency: Strong skills in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Teams) and remote desktop support tools, such as TeamViewer, Remote Desktop, or FreshDesk.
  • Account Management: Familiarity with Active Directory for managing user permissions and accounts.
  • Fundamental IT Knowledge: Basic understanding of databases (e.g., SQL), servers (Windows Server, Linux), and networking (IP addressing, DHCP, DNS).
  • Hardware & Software Skills: Solid grasp of computer hardware, software, and network fundamentals.
  • Problem Solving: Excellent analytical and troubleshooting skills.
  • Communication: Strong interpersonal and communication skills, both written and verbal.
  • Independent & Collaborative: Ability to work independently and contribute effectively as a team member.
  • Flexibility: Willingness to work extended hours during critical periods and ability to handle light physical work, including lifting up to 25 pounds.
  • Mobility: Able to travel to other office locations as required, with approximately 5% travel anticipated.

Our client is eager to welcome an IT technician with exceptional troubleshooting abilities, a collaborative mindset, and a strong dedication to providing quality support and customer service. If you're seeking an opportunity to make a significant impact, this could be the role for you!

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