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User Support Specialist

Cleveland, Ohio
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HireTech Group has a client in Cleveland, OH looking for a User Support Specialist.


Responsibilities

  • Receive initial telephone and email inquiries for Help Desk; log call activity

  • Troubleshoot, diagnose, and resolve hardware, software, or network problems

  • Identify, recognize, and escalate complex issues to Tier 2 support

  • Perform Oracle EBS Password resets

  • Follow up with end users via phone, email, or Help Desk software to ensure that issue has been resolved

  • Bring attention to reoccurring issues and document solutions; upload solutions to RTA Knowledge Base

  • Collaborate with internal IT staff and stakeholders on projects

  • Train end users as needed


Qualifications

  • 2 years of help/service desk or desktop services experience

  • Associate degree; additional IT experience in lieu of degree

  • CompTIA A+ Certified or equivalent preferred

  • Familiarity with FreshService or other ticketing software

  • Ability to prioritize and multi-task

  • Strong written and verbal communication skills