Lockstep Technology Group · 1 month ago
Field User Support Specialist
Piedmont,SC,US
Full-time
Onsite
Entry, Mid Level
2+ years expLockstep Technology Group is dedicated to providing excellent technical support to its clients. The Field User Support Specialist is responsible for resolving technical issues, managing service requests, and ensuring client satisfaction through effective communication and problem-solving skills.
ConsultingInformation TechnologyLegal
Responsibilities
Resolve technical issues for users via telephone, electronically, or in-person
Pre-process service requests as they arrive via phone, manual entry, or direct client input
Enter all work items as service requests in the ticketing system
Answer user questions regarding computer hardware and software, printing, scanning, email, operating systems, and connectivity
Use the ticketing system to record all technical issues, remedial actions, installation activities, and solutions
Follow documented procedures in the technical knowledge base
Perform remote troubleshooting through pertinent questions and diagnostic techniques
Follow design or installation specifications to install and perform repairs to hardware, software, or peripheral equipment
Set up equipment for user needs, performing or ensuring proper installation of cabling, operating systems, or appropriate software
Work towards resolution per the applied SLA within the budgeted timeframe and skillset
Escalate advanced or unresolved tickets to the next level of support personnel or vendors
Contribute to knowledge base training materials and procedures
Follow up with clients to ensure their systems are fully functional
Other tasks as assigned by the supervisor
Qualification
Required
High School Diploma or GED
At least two years of relevant experience
Remote Troubleshooting – the skill to recognize the cause of a problem
Technical Aptitude – a good understanding of computer operating systems, applications, peripheral devices (printers, scanners, etc.), mobile devices, and other technology
Competent Typing Skills – the ability to listen and type quickly, using concise, clear language with polite and professional grammar
Technical capability
Excellent verbal and written communication
Client focus
Thorough
Eager to learn and adaptable
Self-motivated
Integrate well with Client Support Team
Preferred
Associate's or technical degree in an IT discipline
CompTIA A+
Benefits
Medical, dental, and vision insurance
401(k) Plan
Short-term/long-term disability and life insurance
Flexible PTO
7 company-paid holidays and 1 floating holiday
Employee Assistance Program (EAP)
Company
Lockstep Technology Group
Lockstep Technology Group is an IT consulting firm.
201-500 employees
H1B Sponsorship
Lockstep Technology Group has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Renovus Capital Partners
2017-12-05Private Equity
Leadership Team
Scott Anctil
Managing Partner | Founder ► Business Analysis Executive ♦ Technology Deployment ♦ IT Solutions
Recent News
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