Technical Support Specialist II
3 weeks ago
As a Technical Support Specialist II at C.W. Driver, you will be the first point of contact for all internal IT technical support. You will utilize multiple communication channels to gather information from customers and determine the appropriate resolution path. Your responsibilities will include documenting customer interactions and resolutions in a support ticket, engaging next-level IT support staff for challenging issues, and following up with customers to ensure their satisfaction with the resolution.
Key Responsibilities:
Provide level 2 technical support for laptops, computer peripherals, and mobile devices.
Utilize internal support documentation to identify and resolve technical issues that can be resolved through remote methods.
Route support requests to level 3 or higher technical support when job-site or hands-on support is required.
Follow all customer response procedures to ensure a high level of customer satisfaction.
Utilize incident tracking software to create support tickets in a consistent and accurate manner with proper documentation of issues from inception through resolution.
Requirements:
High School graduate with 2 years of general customer support experience.
Minimum 2 years in a technical support role or A+ Certified.
Demonstratable understanding of Microsoft Windows operating systems and MS Office software.
Excellent problem-solving and troubleshooting skills.
Excellent oral and written communication skills with the ability to effectively communicate complex or technical concepts to non-technical individuals.
Positive attitude and professional demeanor.
Disciplined in creating and maintaining accurate records.
Successful completion of a security/background screening.
Work Environment:
The noise level is usually moderate for a normal office work environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Sitting and remaining in a seated position for long durations. Typing and repetitive hand motions. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and the ability to adjust focus. Performing this job requires use and dexterity of hands to finger, handle, or feel objects, tools, keyboards or controls. Ability to speak clearly and hear, sit, stand and maintain balance.
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