The Technical Support Specialist’s role is to ensure proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests. The specialist should understand both hardware and software and show a willingness to learn and apply new technology. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level.
The Tech Support Specialist will be responsible for configuring PCs and laptops for the company. The Specialist should be able to collaborate closely with other teams, inside the IT team, and throughout the company. The specialist will need to create and maintain thorough knowledge base articles from incident documentation of common issues and maintenance. The Specialist’s role will encompass all aspects of the lifecycle of an issue. Being the primary point of contact for incoming issues and working directly with reporters. Triaging and prioritizing issues and working out of a Jira-based project queue and backlog. Determining business criticality and impact of issues and prioritizing those issues appropriately. Making and maintaining appointments to resolve issues with reporters. Providing knowledge and support to the reporters regarding best practices, systems questions, software support, and general computing knowledge.
DUTIES AND RESPONSIBILITIES:
• Receive incoming reports of issues and create tickets accordingly.
• Identify, diagnose, and resolve IT problems
• Create and maintain documentation for troubleshooting resolutions thru the help desk
management system
• Installation/Support of Microsoft PC systems, Microsoft desktop business applications, network-
based anti-virus protection, and security implementation
• Participate in ongoing training to obtain required certification
• Maintain published and evolving standards for call quality, ticket resolution time, and productivity
metrics
• All job duties and responsibilities are essential functions of the position
Requirements
Experience:
• 1-2 years working in a tech support role preferred
• Experience troubleshooting Microsoft's currently supported desktop operating systems and
hardware
• Experience troubleshooting desktop systems hardware
• Experience using a knowledge base or other resources to search and implement solutions when
troubleshooting.
Skills Needed:
• Ability to communicate effectively, both verbal and written
• Excellent customer service and phone skills
• Basic level of technical knowledge and skills with installation, setup, maintenance, and troubleshooting support services including, but not limited to
Benefits
BSI
Intercom
CSG
RippedBoxStation
Overwolf
