Technical Support Specialist

About the Role

The Student Housing Technologies (SHT) IT Help Desk Technician provides technical support and assistance to customers, whether over the phone or in person. Their primary focus is ensuring client satisfaction and the proper operation of technology that customers may be having trouble with. This role plays a crucial role in maintaining the company’s reputation and business.

Reports to: Network Operations Manager

Responsibilities

• Serve as the initial point of contact for customers seeking technical assistance via phone or email.
• Perform remote troubleshooting using diagnostic techniques and relevant questions.
• Document routine and novel work performed during the problem resolution process.
• Determine the best solution based on the issue and details provided by customers.
• Walk customers through the problem-solving process.
• Direct unresolved or trending issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems, follow up with customers, and update their status and information.
• Review recorded CCTV footage in response to security incidents or alarms.
• Maintain accurate records of reviewed footage and incidents for future reference and analysis.
• Pass on any feedback or suggestions from customers to the appropriate internal team.
• Identify and suggest possible improvements to procedures.

Requirements

• High School Diploma or GED.
• Bachelor’s in IT, Computer Science, or a relevant field preferred.
• Proven experience as a help desk technician or in a similar customer support role.
• 1+ years of customer service experience.

Skills

• Familiarity with office automation products, databases, and remote-control tools.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English and excellent communication skills.
• A customer-oriented approach and the ability to remain cool-tempered.

Work Environment

The noise level in the work environment is usually moderate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl, and talk or hear. Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

The employee may infrequently drive a vehicle (intrastate and interstate travel) or be subject to air travel for purposes of Company business.