Technical Support Specialist

2 days ago

Asheville, North Carolina, United States Cynet Systems Full time
Job Description

The Client Services Team at Cynet Systems is seeking an Expert Specialist to work with our team to provide technical expertise and understanding of business needs to evaluate assigned IT incident and problem service desk tickets.

Key Responsibilities:

  • Proactively promote positive customer relationships and mentor others to ensure client satisfaction and organizational success.
  • Takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems.
  • Communicates the status of progress to the customer.
  • Provides updates on work progress to Customer Support Specialists and the Service Desk using a call tracking system.
  • Has significant technical knowledge and serves as a resource for other technicians to help solve complex problems.
  • Installs and images new computers and loads appropriate software for customers.
  • Deploys new business applications as needed.
  • Installs local and network printers and other peripherals and configuration of same.
  • Responsible for user data and migration of profiles as computers are replaced.
  • Stays abreast of current technology in a changing environment.
  • Identifies emerging trends and issues, researches, and makes suggestions for technical solutions to solve current and future problems.
  • Uses extensive knowledge to develop and implement information technology solutions to enhance organizational success.
  • Works with Data Center Operations with user file server data storage, network reservations, data restores, and various account creations and modifications (AD, email, NCID, CITRIX, etc.).
  • Works with application development teams to identify application issues at the customer level and provide technical detail for development teams to accurately identify problems within applications.
  • Works with network infrastructure teams to identify network issues at the customer level and provide significant technical detail to assist in network hardware resolutions.
  • Project Management:
    • Leads team efforts and assesses and integrates the skills and strengths of individuals for project and organizational success.
    • Provides status on project work to management.
    • Develop and maintain appropriate documentation for all responsible areas.
  • System Security:
    • It is the responsibility of all Technical Services Staff to be aware of DOT and ITS security policies, as well as the security issues directly affecting the systems and technology for which this position is directly involved.
    • This position is responsible for implementing the requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered IT Security Policies and standards.

Requirements:

  • Significant technical knowledge and experience in IT infrastructure, desktop support, and project management.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment and prioritize tasks effectively.
  • Strong problem-solving skills and attention to detail.
  • Ability to lead projects and work with cross-functional teams.

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