Help Desk Specialist

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Job Title: IT Support Specialist

Location: Miami, FL or Irving, TX

Type: Contract-to-Hire

Schedule: 5 days onsite

Job Summary

The IT Support Specialist provides first-level technical support to end users via telephone, email, and chat. This position is responsible for troubleshooting and resolving hardware, software, and voice/data communication issues while providing timely, professional support. The ideal candidate has a broad understanding of desktop technology, operating systems, applications, printers, and networks.

Responsibilities

• Provide first-level IT support to end users via phone, email, and chat.
• Troubleshoot and resolve hardware, software, desktop, laptop, printer, and network issues.
• Troubleshoot voice and data communication systems.
• Create clear, concise, and informative service tickets.
• Document troubleshooting steps, resolutions, and technical information accurately.
• Escalate issues to the appropriate support team when necessary.
• Follow up on open tickets in a timely manner.
• Take ownership of issues and pursue them through to resolution.
• Provide professional and responsive customer service to end users.
• Work overtime and occasional weekends as needed.

Required Qualifications

• Entry experience in a corporate IT support or help desk environment.
• Experience working with ticketing systems.
• Experience documenting technical support issues and resolutions.
• Broad knowledge of common operating systems and application software.
• Working knowledge of desktop and laptop computers.
• Experience troubleshooting printers and network connectivity issues.
• Basic understanding of voice and data communication systems.
• Strong written and verbal communication skills.
• Ability to troubleshoot issues independently and escalate when appropriate.

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Equal Employment Opportunity Statement
Gravity IT Resources is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business needs.

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