Technical Support Specialist

4 weeks ago

Merrimack, United States Connection Full time

**Primary Job Duties**:

- Use available technical tools, such as a knowledge base, remote management suite, and a service-management database, to support their work and will often deal with a wide range of users with varying levels of technical skill.
- Consult with departments to gain an in-depth understanding of their technology needs; provide ad-hoc training to the user community; and regularly create documentation to contribute to the knowledge base.
- Implement policies, procedures, and standards and ensure their conformance with information systems goals and procedures.
- Respond to a variety of support requests in person or remotely; perform technical troubleshooting; build/rebuild workstations; install operating systems; install software/hardware; patch systems and protect against viruses/malware; and troubleshoot peripheral and mobile devices.
- Create alternative methods of completing tasks and correcting user errors and system inconsistencies to improve the desktop team function.
- Analyze and make recommendations for hardware and software standardization.
- Collaborate with product/service owner teams to ensure efficient operation of the organization’s workspace computing environment.
- Analyze user experience and provide feedback for product/service owners to recommend product/service enhancements and minimize the negative impact of change.
- Develop, use, validate, and enhance standard operating procedures with an eye toward enabling self-help, self-service, and automation.

**Required Competencies**
- Advanced knowledge of desktop operating systems and the installation and debugging of software.
- Proven working knowledge of IT-relevant tier-level support, with the ability to read, understand, and communicate online Standard Operations Procedures.
- Advanced knowledge of computers, networking, and workspace technologies is required.
- Intermediate knowledge of phone provisioning in a VoIP environment.
- Experience using remote desktop management tools, such as Bomgar, etc.
- Knowledge of desktop security and standards (security/networking).
- Experience with Microsoft Active Directory and group policies, data recovery tools, Microsoft Exchange, Office 365, MacOS, iOS, WINS, DHCP, DNS, and TCP/IP.
- Self-controlled with the ability to work calmly in difficult situations and to perform well under stress when confronted with an emergency, criticism, or an unusual customer situation.
- Interpersonal skills, including the ability to work well within geographically diverse teams, communicate regularly with other technicians to solve computer-related problems, convey necessary information accurately, listen effectively, and ask relevant questions where clarification is needed.

**Demonstrated intermediate experience in one or more of the following**:

- Creating and updating technical support documentation in a formal knowledge base.
- Creating and or delivering end-user training on technology.
- Providing dedicated advanced support to executive/VIP clients with specialized, non-standard technology needs.
- Performing IT user administration and account management.

Pay: $28.00 - $31.00 per hour

Expected hours: 40 per week

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Tuition reimbursement
- Vision insurance

Compensation package:

- Employee stock purchase plan
- Hourly pay
- Overtime pay

Experience level:

- 3 years

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Ability to Relocate:

- Merrimack, NH 03054: Relocate before starting work (required)

Work Location: Hybrid remote in Merrimack, NH 03054

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