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Technical Support Specialist
Job Description
Custom Decorators, Inc. (CDI) is the premiere in-home design and installation service for major retailers in North America, specializing in custom-made window blinds, shutters, and drapery. Our professional designers and installers across the U.S. and Canada provide homeowners with expert guidance, the highest quality products, and professional installation. We manage all aspects of our clients' projects from the creative concept through the ordering process and installation. For over 25 years, our innovation, expertise, and value have offered the ideal shop at home solutions for our clients' window fashion needs.
Job Summary
We are looking for a knowledgeable and customer-focused Technical Support Specialist to join our IT team. This role is pivotal in providing technical support and assistance to all our users throughout the United States and Canada. You will be responsible for diagnosing and resolving software and hardware problems, helping users of all technical abilities navigate various systems, and maintaining our IT support documentation. Growth opportunities
Essential Job Functions
- Managing IT helpdesk ticket queue & act as primary contact in responding to end-user needs in a prompt and professional manner.
- Provide on-site & remote technical assistance for computer systems, software, hardware, answer technical questions, and escalate issues as appropriate.
- Process any additions, removals, or changes to staff accounts on the various company systems. Be the ‘face of IT’ for onboarding new employees, familiarizing staff with equipment and systems, and providing support in a welcoming manner.
- Documenting IT processes and changes as needed.
- Assist IT Dept with special projects as needed.
- Train users on best practices- we want to hear your tech tips
- Communicate effectively, both orally and in written form, technical information with a wide variety of individuals and groups.
- Work with required vendors on installation of internet, telecommunication, and special projects.
- Assist with network and security audits.
- Performs other duties as assigned.
Job Skills and/or Abilities
- Ability to prioritize, multi-task and manage stress within a high-volume, high-energy environment working with a diverse customer base with little or no supervision.
- Ability to maintain positive relationships with our external and internal customers.
- Patience and ability to explain technology in an easily understandable manner.
- Attention to detail and accuracy.
- Ability to work in a team to accomplish monthly department goals.
- Ability to problem solve and analyze data.
Education and/or Experience
- Associate’s or Bachelor's degree in a technical discipline such as computer science, information services or related field, or equivalent experience.
- Capability and capacity of various software products/communication utilities.
- Ability to diagnose and resolve basic technical issues.
- Knowledge of computer operating systems.
Job Conditions
- Office environment with business-casual/casual attire
- Routine usage of multiple computer screens simultaneously
- FSLA exempt status; regular business hours include Monday – Friday, 40 hours per week.
- On occasion required to exceed 8 hours per day and/or 40 hours per week
- May require bending, stooping, lifting to 35 pounds.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Travel
Travel is not a requirement of this position.
Workplace Classification Options
- 100% Office – This position is required to be at the company corporate office 100% of the employee’s scheduled work shifts.
