Technical Support Specialist

3 days ago

Sacramento, California, United States sacitcentral Full time
Job Title: Technical Support Specialist

As a key member of our Technical Assistance Center (TAC) Team, you will play a vital role in providing exceptional technical support to our employees. Your expertise in troubleshooting and resolving technical issues will make a significant impact on our team's success.

Responsibilities:
  • Provide timely and effective resolution of technical issues or escalate to IT technical staff as needed.
  • Serve as the first point of contact for customers seeking technical assistance via phone, email, or instant message.
  • Determine and document the best solution based on the issue and details provided by the customer.
  • Identify and escalate situations requiring urgent attention.
  • Follow standard help desk procedures.
  • Provide case status updates to management and end-users, and inform management of recurring problems.
  • Support and maintain effective relationships with users.
  • Develop, document, and implement standard operating procedures and customer service guidelines related to IT support.
  • Monitor and respond to system operating errors to ensure accuracy of processing and recording.
  • Administer help desk software.
  • Maintain records of processing problems and actions taken to correct problems.
  • Log events of shift, including system malfunctions and disruptions, into turnover log and create shift report for supervisor.
  • Stay current with system information, changes, and updates.
Qualifications:
  • Bachelor's degree in Computer Science or related field preferred, or equivalent combination of education and experience related to analytical and/or system support.
  • Minimum of two years of technical support experience related to analytical and/or system support, or equivalent combination of education, training, and experience.
  • Computer literacy in helpdesk tools, spreadsheet, database, presentation, and work processing software, with basic understanding of networking concepts.
  • Ability to organize, prioritize, and manage multiple assignments, and meet tight deadlines.
  • Demonstrated ability in customer service, accuracy of work, and attention to detail.
  • Ability to follow verbal and written instructions.
  • Ability to work independently and in a group environment, and develop and maintain effective communication and working relationships with all customers.

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