IT Customer Experience Specialist
NEFCO · East Hartford, Connecticut, US
Description Job Summary The IT Customer Experience Specialist serves as a primary point of contact for technical support within the organization.
Job description
Description Job Summary: The IT Customer Experience Specialist serves as a primary point of contact for technical support within the organization. This role is responsible for providing exceptional customer service experience while delivering timely and effective onsite and remote IT support to all NEFCO colleagues and locations. The technician will handle the initial triage, diagnosis, and resolution of technical issues, and manage the lifecycle of user hardware and software. Key Responsibilities: 2. Service Request & Incident Management 3. Hardware & Software Lifecycle Management 4. Service Delivery & Documentation 5. General Duties - Fundamental Technical Support & Troubleshooting - Perform Tier 1 diagnosis, testing, and resolution for hardware and software issues. - Provide technical support for a range of hardware including desktop PCs, laptops, printers (HP, Zebra), desk phones (Mitel), fax machines, and mobile devices (iPhone, Android). - Support a variety of software applications, including but not limited to, the Microsoft Office suite, Autodesk, Epicor Eclipse, and Adobe products. - Utilize remote control software to efficiently assist off-site staff and colleagues at bra...