Computer Support Technician Position Available In Durham, North Carolina

Computer Support Technician PiTech Solutions Durham, NC 27713

• Hybrid work PiTech Solutions is partnering with Computer World Services Corp (CWS) seeking a skilled and customer-oriented Help Desk Specialist / Customer Support Technician to provide comprehensive technical support across various platforms.

As Tier II support for technical issues, you will assist users via phone, email, web, and in-person, troubleshooting a wide range of hardware, software, and system challenges. The ideal candidate will possess strong communication skills, technical expertise, and a dedication to delivering an excellent user experience.

User Support:

• Provide technical assistance to users on email, directory access, operating systems, and desktop applications for various computer systems.
• Support applications developed or deployed under this contract, ensuring user satisfaction and issue resolution.

Troubleshooting:

• Serve as Tier II support for diagnosing and resolving hardware/software issues, including desktops, laptops (PC and Mac), and printers.
• Escalate unresolved issues to the appropriate support teams, ensuring proper documentation and follow-through.

Customer Interaction:

• Deliver exceptional customer service while clearly communicating technical solutions to users with varying levels of technical expertise.
• Follow up with users to confirm issue resolution and maintain a positive support experience.

Technical Knowledge:

• Stay informed about system updates, configurations, and newly deployed applications under the contract.
• Provide users with best practices and guidance to optimize system use and prevent recurring issues.

Documentation and Reporting:

• Accurately log issues, solutions, and resolutions in the ticketing system.
• Contribute to maintaining and enhancing knowledge base articles for frequently encountered issues.

Required Qualifications:

Experience:

2-4 years of experience in a help desk, technical support, or customer service role.

Technical Proficiency:

• Expertise with Windows and macOS operating systems.
• Familiarity with email systems, directory services, and common desktop applications.
• Competence in troubleshooting hardware, software, and peripherals like printers.

Soft Skills:

• Strong customer service and communication skills, both written and verbal.
• Effective problem-solving and multitasking abilities in a fast-paced environment.
• Dependable team player with attention to detail and a proactive mindset.

Preferred Qualifications:

• Certifications such as Comp

TIA A+, ITIL

Foundation, or Microsoft Certified:

Modern Desktop Administrator Associate.

• Experience with ticketing systems (e.g., ServiceNow, Zendesk, or Jira).
• Familiarity with remote support tools and methodologies Certifications such as Comp

TIA A+, ITIL

Foundation, or Microsoft Certified:

Modern Desktop Administrator Associate. ITIL certification v4 preferred. Ability to obtain Public Trust clearance. Potential hybrid work available for this position.

Job Type:

Full-time Pay:

Up to $23.55 per hour

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Schedule:

8 hour shift

Work Location:

Hybrid remote in Durham, NC 27713