Technical Support Specialist

MEC (Mayville Engineering Company, Inc.); Milwaukee (WI); Presencial; USD 52.000 - 72.000; Jornada completa

Descripción de la vacante

MEC is seeking a Technical Support Specialist to help employees stay productive by solving hardware, software, and system issues in a manufacturing environment.

You will serve as the frontline IT support, handling requests via phone, email, chat, and web portal, and you will document solutions and contribute to knowledge sharing.

The role emphasizes strong customer service, clear communication, and the ability to manage multiple tasks in a fast-paced setting.

Formación

• Associate degree or equivalent in IT/CS or related field.
• Minimum of one year of technical support or help desk experience.
• Experience supporting Windows 11 and Microsoft Office.
• Strong communication and customer service skills.

Responsabilidades

• Be the first point of contact for IT support requests via phone, email, chat, and web portal.
• Deliver prompt, professional, customer-focused technical support.
• Diagnose and resolve hardware, software, and system issues; escalate when needed.
• Prioritize incidents to meet SLAs.
• Document troubleshooting steps and resolutions.
• Research and implement solutions using internal resources and external knowledge bases.
• Provide hands-on desktop support and hardware repair as needed.
• Perform preventive maintenance on computers, printers, networks, and software.
• Create user guides and troubleshooting documentation.
• Support IT hardware and technology systems in a manufacturing environment.
• Identify opportunities to improve processes and service delivery.

Conocimientos

Customer service

Problem solving

Communication

Prioritization

Analytical thinking

Windows 11

Microsoft Office

Educación

Associate's degree in IT/CS or related field

Herramientas

Process Explorer

Sysinternals

Descripción del empleo

Are you passionate about solving technical challenges and helping people succeed? We're looking for a Technical Support Specialist who thrives on troubleshooting, problem-solving, and delivering exceptional customer service. In this role, you'll serve as the frontline support resource for employees, ensuring they have the technology and tools they need to stay productive.

If you enjoy working with a variety of hardware, software, and end users in a fast-paced environment, we'd love to hear from you.

As a Technical Support Specialist, You Will

• Serve as the first point of contact for IT support requests received through phone, email, chat, and web portal.
• Deliver prompt, professional, and customer-focused technical support while building positive relationships with users.
• Diagnose and resolve hardware, software, and system issues, escalating complex problems when necessary.
• Prioritize incidents and service requests to meet established service level agreements (SLAs).
• Document troubleshooting efforts, solutions, and resolutions to ensure effective knowledge sharing and issue tracking.
• Research and implement solutions using internal resources and external knowledge bases.
• Provide hands-on desktop support, including hardware repairs, peripheral setup, and workstation troubleshooting when remote support isn't sufficient.
• Perform preventive maintenance on computers, printers, networks, and software systems to help minimize downtime.
• Create user-friendly help guides, FAQs, and troubleshooting documentation.
• Support IT hardware and technology systems within a manufacturing environment.
• Identify opportunities to improve processes, enhance service delivery, and strengthen the user experience.

What We're Looking For

• Knowledge of computer hardware, including desktop and laptop systems, component replacement, and workstation setup.
• Experience supporting Windows 11 operating systems.
• Experience supporting Microsoft Office applications.
• Familiarity with diagnostic and troubleshooting utilities, such as Process Explorer and Microsoft Sysinternals.
• Strong verbal and written communication skills.
• Excellent customer service and relationship-building abilities.
• Strong attention to detail and organizational skills.
• Proven analytical and problem-solving capabilities.
• Ability to prioritize multiple tasks and perform effectively in a fast-paced environment.

Education

• Associate's degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience.

Experience

• Minimum of one year of technical support or help desk experience.

Why Join Us?

This is an opportunity to make a direct impact by helping employees stay connected, productive, and successful. You'll work with a wide range of technologies, expand your technical expertise, and contribute to continuous improvement initiatives in a collaborative and supportive environment.