It Desktop Support – Remote Cst

IT Desktop Support – Remote CST

Innova Solutions is immediately hiring for a Support Specialist 2 The Support Specialist 2 role is a mid-level position that ensures proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level.

Principal Responsibilities

· Field incoming help requests from end users via both telephone and work orders in a courteous manner

· Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue

· Build rapport and elicit problem details from help desk customers

· Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician

· Record, track, and document the help desk request problem-solving process,

· including all successful and unsuccessful decisions made, and actions taken,

· through to the final resolution

· Apply diagnostic utilities to aid in troubleshooting

· Access software updates, drivers, knowledge bases, and frequently asked

· questions resources on the Internet to aid in problem resolution

· Identify and learn appropriate software and hardware used and supported by

· the organization

· Perform hands-on fixes, when appropriate, at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications

· Train and mentor entry level Support Specialist staff

· Test fixes to ensure problem has been adequately resolved

· Perform post-resolution follow-ups to help requests

· Develop help sheets and knowledge base articles for end users

· Perform related duties consistent with the scope and intent of the position

Required Skills/Abilities

· In-depth knowledge of computer hardware

· Working knowledge of a range of diagnostic utilities

· Good understanding of the organization's goals and objectives

· Exceptional written and oral communication skills

· Exceptional interpersonal skills, with a focus on rapport-building, listening,

· and questioning skills

· Strong documentation skills

· Occasional travel will be required (10%). Travel 2 times a quarter over the weekend shifts.

Education/Experience

· Associates degree in Computers Science, CIS, or equivalent of seven years’ work experience in related field required

· 5 years’ work experience in related field required

· Experience with desktop operating systems including Windows 10

· Extensive application support experience

PAY RANGE AND BENEFITS:

Pay Range*: $30-35/hour w2. *Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.

Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).

Website: https://www.innovasolutions.com/ is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at [email protected] or (770) 493-5588. Please indicate the specifics of the assistance needed. Innova Solutions encourages all interested and qualified candidates to apply for employment opportunities. Innova Solutions (HireGenics/Volt) does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. § 1324b.

The company will consider for employment qualified applicants with arrest and conviction records in a manner that complies with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and other applicable laws.

ABOUT INNOVA SOLUTIONS: Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.