Technical Support Specialist – Support Center

Job Title- DESKTOP SUPPORT ANALIST

Location -4200 S Jhon Young Pkwy, Orlando FL. 32839.

Hybrid - This Job is full on site for the first 3 months, after that is a hybrid role.

Work schedule and shift details -We are a 24x7x365 office, service must be guaranteed at all times. Candidate must be willing to be assigned to any shift and be on call.

Key responsibilities and required technical or soft skills

This is a Support Center, we offer technical support for our employees remotely.

Key responsibilities

• Respond to user inquiries via phone, email, and ticketing system.
• Diagnose and troubleshoot hardware, software, and network issues.
• Guide users through step-by-step solutions for common problems.
• Escalate complex issues to higher-level support or specialized teams.
• Prioritize tickets based on urgency and impact.
• Install and configure software, hardware.
• Educate users on security best practices.
• Provide feedback to improve helpdesk processes and tools.
• Contribute to internal documentation and training materials.

Soft Skills:

• Clear verbal and written communication
• Active listening
• Empathy
• Analytical thinking
• Resourcefulness
• Attention to detail
• Team collaboration
• Flexibility
• Willingness to learn

PRE-SCREENING QUESTIONS:

• How would you guide a user who cannot connect to Wi Fi?
• How would you assist a user whose computer won’t power on?