Job description

About us

Workforce Inc. is an American company that provides Information premium staffing options to other American companies to enhance their capabilities and reduce costs. Our focus is on assisting businesses with two of the most important aspects of their recruiting and hiring operations. Our mission is to assist businesses so that they may focus entirely on their core competencies and reduce costs.

IT Support Specialist

ESSENTIAL DUTIES AND RESPONSIBILITIES

o Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

o Respond to queries either in person, over the phone, via chat, by video conference, or by any technological means available.

o Write training manuals for both old and new systems.

o Train computer users on basics as well as new software and hardware deployments.

o Serve as the first point of contact for customers seeking technical assistance over the phone or email.

o Perform remote troubleshooting through diagnostic techniques and pertinent questions.

o Determine the best solution based on the issue and details provided by customers.

o Walk the customer through the problem-solving process.

o Direct unresolved issues to the next level of support personnel.

o Provide accurate information on IT products or services.

o Record events and problems and their resolution in logs.

o Run reports to analyze common complaints and problems.

o Install or change software to fix issues.

o Follow up with customers to ensure full resolution of issues.

o Pass on any feedback or suggestions by customers to the appropriate internal team.

o Identify and suggest possible improvements on procedures.

o Install computer peripherals for users.

o Assist with onboarding of new users.

o Keep inventory of all equipment, software, and licensed users.

DESIRED COMPETENCIES/SKILLS

o Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise.

o The ability to deploy, configure, and support operating systems on desktop and mobile devices.

o Clear understanding and appreciation for information security within systems and user devices.

o A strong drive to provide excellent customer service and experience, coupled with an awareness of prioritization of tasks, stakeholders, budget, and time

o The ability to read and understand complex manuals and terminology and then communicate that information to customers using basic terminology.

o Proficiency in working with all types of operating systems.

o Patience when dealing with frustrated users and the ability to deescalate volatile situations.

o Practical experience working with a variety of software applications. [List specific software]

o Practical experience working with a variety of hardware and services. [List specific hardware and services]

o The ability to solve complex problems on the fly with creative out-of-the-box thinking.

o Self-development skills with a willingness to keep up to date with fast-changing trends.

o The ability to perform and oversee complex tasks and prioritize multiple tasks based on overall strategic goals.

o The proven ability to work independently and be self-motivated with minimal supervision and assistance.

o The ability to work within a fast-paced environment and adapt to change.

o The proven ability to be a team player with a collaborative orientation and effectively interact with, and influence, internal and external stakeholders.

o The capability to interface with multiple levels of the organization and to serve as an influence leader and a team player.

o The ability to express complex technical concepts effectively, both verbally and in writing.

o Strong presentation, facilitation, and written/verbal communication skills

EDUCATION AND EXPERIENCE

o 5+ years of related industry experience as a help desk support professional.

o An associate’s degree or higher in business, computer science, information technology, or similar areas

Job Types: Full-time, Contract, Temporary

Pay: $62,000.00 - $83,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Experience level:

• 5 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Stockton, CA: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• List software system applications that you have worked with.

Education:

• Associate (Preferred)

Experience:

• Help desk: 3 years (Preferred)
• Windows: 5 years (Preferred)

Work Location: One location

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