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Technical Support Specialist

2 months ago

Omaha, Nebraska, United States North End Teleservices, LLC Full time
Job Overview

Position Summary: We are seeking a skilled IT support specialist to deliver technical assistance to our personnel. Your responsibilities will encompass optimizing the utilization of our hardware and software systems, enhancing overall system performance, and safeguarding data integrity. Additionally, you will provide guidance on necessary IT equipment upgrades to boost productivity by ensuring the seamless operation of IT systems.

Key Responsibilities:

  • Engage with all organizational levels effectively.
  • Prepare and maintain IT reports promptly.
  • Investigate necessary information and resolve inquiries utilizing available resources.
  • Employ ticketing system software to prioritize and manage requests in alignment with organizational needs.
  • Support in-house technology implementations and act as a technology liaison with clients.
  • Verify compatibility of client technology with our systems and make adjustments as required.
  • Assist in the development, implementation, testing, and documentation of all IVR queues and recordings.
  • Stay informed about the latest technological advancements and propose ideas for departmental consideration.
  • Ensure that technology is secured in compliance with accreditation and federal standards for information security, overseeing all security protocols, patches, and practices.
  • Contribute to maintaining technology requirements and compliance.
  • Assist in managing technology platforms and licenses.
  • Identify and escalate issues to external vendors as necessary.
  • Support the management of the IT budget and secure approvals through appropriate channels.
  • Collaborate with IT Managed Service Providers to ensure proper monitoring and timely technology upgrades.
  • Work alongside IT Managed Service Providers to ensure resolution of any IT-related issues managed by vendors.
  • Perform other duties as assigned.

Essential Skills:

  • Exceptional written, verbal, and interpersonal communication skills to interact effectively with all organizational levels.
  • Familiarity with contact center and reporting technologies.
  • Proficient in installing and troubleshooting software/hardware and desktop Windows systems, as well as mobile devices.
  • Strong computer skills with expertise in Office 365, Active Directory, Microsoft Exchange, Microsoft Dynamics, Cloud-Based Software, and Tableau.
  • Minimum of 1 year of experience in IT.
  • Preferred background in Information Technology education.
  • Excellent command of the English language with effective grammar usage.

Diversity, Equity, and Inclusion:

Our commitment to diversity, equity, and inclusion is a measure of success within North End Teleservices.