Technical Support Specialist I

3 weeks ago

Wilmington, United States CastleBranch Full time

** Technical Support Specialist I**

**Job Category****:** IT/Engineering **Requisition Number****:** TECHN001537 Showing 1 location **Job Details**

**Description**

CastleBranch is seeking a Technical Support Specialist Tier I. This role provides end user support on all in-house applications and various desktop issues, including training of any new employee on existing desktop applications. An ideal candidate works with urgency and precision.

**Essential Duties and Responsibilities** include the following. Other duties may be assigned.

Upholds mission of the Communication and Collaboration Center at all times, providing excellent customer service, positive end user communication and attitude towards all staff and customers of CastleBranch.

With experience, can fix problems for development in all production areas as well as infrastructure.

Collaborates with developers, infrastructure, end users and management to maintain clear lines of communication, delivers expectations of resolutions, and escalates communication to manager as necessary.

Responsible for physical employee work space moves and maintenance and employee equipment.

Assists with technical support for conference rooms and general company-wide equipment maintenance, installation and support.

Coordinates with infrastructure and organization management for new hire onboarding in regards to equipment order requests, imagine and re imaging of equipment, internal system setup and determination of employee workspace locations.

Routes Support tickets to appropriate queue once all relevant information has been collected, and communicating with appropriate parties as necessary.

Creates and manages internal incident tickets and procedure within incident process. Communicates with Engineering team to manage the progress of the incident until incident resolution.

Helps end users to create more detailed tickets, thus it is important to be able to determine the actual source of the problem; for example, hardware, software, access, etc.

Gives regular updates on current Support issues to appropriate personnel.

May create and maintain standard application training guides and materials: OpenOffice, Switchvox, 8x8, CRM, BeeCheck, Zimbra, and Datasync.

Competency in various internal systems and hardware, including but not limited to: Linux Mint 17, Windows 10, iOS, Adobe Creative Cloud, Office 365, Cisco Anyconnect, Laptops/desktops, Ricoh Printers, Digium IP Phones, Polycom Phones, SuiteCRM, CBWM, BeeCheck, Zimbra

With experience, updates database with pre-written scripts for repeatable processes.

May be required to work after hours or on weekends as needed.

**Qualifications**

**Skills**

**Behaviors**

**:**

**Motivations**

**:**

**Education**

**Experience**

**Required**

1 year of professional experience

Experience with CB systems

**Licenses & Certifications**

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