New

IT Customer Support Specialist

Smith Seckman Reid, Inc
tuition reimbursement, 401(k)
United States, Tennessee, Nashville
Jan 17, 2025
Description A leading comprehensive engineering design and consulting firm, SSR provides innovative solutions for clients with facility and infrastructure challenges. To achieve client needs, SSR has multiple locations across the US. Working with a diverse group of individuals in a variety of markets, our team of experts partner with our clients to deliver advanced solutions that last. SSR is committed to providing opportunities and benefits to colleagues that promote living fully. Through various competitive benefits and programs available, SSR supports the health, well-being, and personal growth of its employees. SSR offers benefit options including medical, dental, and vision coverage, a generous contribution to employee-owned Health Savings Account, 401(k) with matching up to the full IRS maximum, tuition reimbursement, and a variety of other employee incentives and wellness programs. SSR is a 2019 A/E/C Building a Better World Award Winner which recognizes our commitment to community outreach and improvement. We feel that SSR is a great place, but don't take our word for it, See what our colleagues are saying at www.ssr-inc.com/life-at-ssr . Why Choose SSR? Look at our Twitter, Facebook and LinkedIn pages to discover more. We are Certified "Great Place to Work" http://www.greatplacetowork.com/certified-company/1001559 Description The IT Customer Support Specialist focuses on driving technology adoption, fostering customer satisfaction, and providing technical support. The ideal candidate will combine strong technical skills with excellent interpersonal abilities to deliver outstanding service and optimize the user experience. Responsibilities Promote new IT features, tools, and security best practices through one-on-one communications. Organize monthly "Lunch and Learn" sessions to educate users and drive the adoption of IT solutions. Conduct follow-up meetings with new hires to ensure successful onboarding. Develop and implement strategies to maintain high levels of customer satisfaction. Serve as the "voice of the customer," delivering feedback to internal teams to identify user needs, challenges, and improvement opportunities. Meet regularly with leaders to understand and address current PC issues, concerns and obstacles. Host a weekly "Ask Me Anything Tech" day to provide hands-on support and guidance. Perform proactive outreach to users, identifying and resolving optimization opportunities not covered by automatic updates. Act as a trusted advisor to customers, offering support, guidance, and knowledge resources to help them achieve business objectives with IT products and services. Analyze help desk tickets for recurring issues, trends, and root causes, proposing solutions for long-term resolution. Ensure prompt and proper resolution of customer queries, including answering questions, providing additional resources, recommending solutions, or escalating issues as necessary. MINIMUM QUALIFICATIONS: CompTIA A+ certification required. Network+ and/or Security+ certifications preferred. Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience). 5 years of IT Helpdesk or Desktop Support experience WORK ENVIRONMENT: (The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) * Indoors in a normal office environment with some exposure to excessive noise, darkness/poor lighting, fumes, or dust * Occasional overnight travel SSR is an Equal Opportunity / Affirmative Action Employer EOE Disability/Veteran Our mission is to make a positive difference for our clients, colleagues, and communities Recruiters or staffing agencies: SSR is not obligated to compensate any external recruiter or search firm who presents a candidate, their resume, or profile to an SSR employee without 1) a current, fully-executed agreement on file and 2) being assigned to the open position via HR Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)