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User Support Specialist

Cleveland, Ohio

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

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