Technical Support Specialist

4 weeks ago

Albany, United States Coastal Farm & Home Supply LLC Full time
Job DescriptionJob Description

Position Type: Entry Level

Salary or Hourly: Hourly

Hours: 40hr./wk.

Schedule: Monday-Friday 8:00am-5:00pm. Evenings and occasional weekends on call.

About the Company

Country Supplier is the home of two familiar brands: CAL Ranch Stores in Idaho, Utah, Nevada and Arizona, and Coastal Farm and Ranch in Washington and Oregon. Operating 55 stores combined, Country Supplier offers retail agriculture, sporting goods, and more to our communities, driven by a mission statement that includes the directive to provide legendary customer service to their customers. The outlook is positive, and there is a vision of consistent growth over the next five years.

About the Team

Expanding on that mission statement, our IT Department focuses on creating proactive, preventative solutions, and positive relationships with our customers. By being proactive, the team can address technical issues before they become incidents, reducing customer frustration. Preventative measures ensure that we are helping the company and our customers to achieve its goals, and positive relationships increase trust and collaborative efforts, which is especially important when providing remote support. Our team is growing both in scale, and in skill to support the company’s growth.

Job Description

A Technical Support Specialist I (TSSI) is a member of the IT Operations team. They are assigned to support specific stores/sites within the organization, as well as other responsibilities including assisting other team members with projects and/or tasks. The TSSI is a part of the first line of contact for staff across the company seeking help with their technology. As such, timely, professional, and respectful communication is expected in all interactions, whether in person, on the phone, email, chat or via ticket.

The TSSI have the skills to independently troubleshoot and resolve hardware, operating system, peripheral, network, and server issues within their ability, and are expected to reach out to those on the development team for additional support. They are expected to travel to their assigned stores on a regular schedule. They are also expected to travel to stores for emergent issues as needed. The Technical Support Specialist I rotate through a schedule with Solutions Desk Specialists for on-call support outside office hours.

Technical Support Specialists will use existing Knowledge Base Articles (KBA) and their own technical skills to resolve common issues at first contact if possible and will assist the customer in creating a ticket, even if it is resolved on the first call. If existing KBA, tools, and technical skills cannot resolve the issue, the TSS will clearly document work done in the ticket and coordinate with more experienced team members to resolve the issue.

This specific position will be working out of the Prescott Valley store and will be the primary agent assigned to the Arizona stores for onsite and remote work. It will require effective time management, independence, and proactive communication with management. The position will be scheduled to travel to stores at least quarterly, and there will be additional travel opportunities.

Position Responsibilities
  • Ability to respond calmly during customer contact.
  • Respond professionally to messages via email, Teams, or phones.
  • Utilize the ticket system for recording work complete, and monitoring issues in assigned stores.
  • Travel on a regular schedule to assigned stores.
  • Travel unscheduled for emergency issues as needed.
  • Follow documentation for consistency in common tasks.
  • Create documentation for new issues, share and train other team members.
  • Assist in projects by performing assigned tasks on schedule.
  • Repair, prepare, and replace hardware as needed.
  • Proactively communicate with assigned store management to prevent issues.
  • Collaborate with team members to troubleshoot issues.
  • Ability to translate technical jargon into language understood by the customer.

Position Qualifications
  • Driver’s License and reliable vehicle.
  • Ability to travel on a schedule, as well as in emergent situations.
  • An associate degree in IT AND
  • 1+ years of experience in Windows PC hardware, OS, and application support.
  • 1+ years of experience in basic network and server support.
  • OR
  • 2+ years of experience in Windows PC hardware, OS, and application support.
  • 2+ years of experience in basic Network and Server support.
  • Effective time management.
  • Quick to learn.
  • Ability to lift and move equipment.

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