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Technical Support Specialist

1 month ago

Bowie, Maryland, United States Swoon Full time

Job Description

At Swoon, we're seeking a skilled Technical Support Specialist to join our team. As a key member of our technology company, you'll provide top-notch telephone-based end-user technical support to ensure prompt service restoration of various systems and applications.

Responsibilities

  • Display superior customer service with every end-user interaction, utilizing strong analytical and problem-solving skills to achieve first-time resolution.
  • Exemplify excellent organizational skills with the ability to multi-task and prioritize workload during peak volume times.
  • Research problems and address inquiries utilizing knowledgebase and available resources to diagnose and resolve hardware, software, and system issues within predefined SLAs.
  • Partner with various Technology departments to determine the best method of escalation and resolution.

Requirements

  • Minimum of 2 years of Technical Support/troubleshooting experience.
  • Proficiency with Microsoft Office Suite: Word, Excel, Visio, and PowerPoint.
  • Experience with IT Service Management ticketing systems (Remedy preferred).
  • Understanding of Active Directory / Group Policy.
  • Excellent verbal and written communication skills.
  • Ability to work in a fast-paced environment.
  • Minimum of an Associate's degree in IT/technical field required, Bachelor's degree preferred.

About Swoon

  • We handle the staffing needs of over 80 Fortune 500 clients.
  • We've won the Best and Brightest Companies to Work for in the Nation Award 6 years in a row.
  • We were awarded the Inc. 5000 Fastest Growing Private Companies in the US from 2016 – 2020.