Technical Support Specialist

4 days ago

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

Cynet Systems is seeking an experienced Technical Support Specialist to join our team. As a key member of our Technical Services team, you will be responsible for providing expert technical support to our clients.

Key Responsibilities
  • Technical Expertise: Provide technical expertise and understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact.
  • Customer Relationships: Proactively promote positive customer relationships and mentor others to ensure client satisfaction and organizational success.
  • Problem Resolution: Takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems.
  • Communication: Communicates the status of progress to the customer and provides updates on work progress to Customer Support Specialists and the Service Desk using a call tracking system.
  • Technical Knowledge: Has significant technical knowledge and serves as a resource for other technicians to help solve complex problems.
  • Hardware and Software: Skilled in different types of computer hardware, software, peripherals, and components, networking protocols, and communications.
  • Installation and Deployment: Installs and images new computers and loads appropriate software for customers. Deploys new business applications as needed.
  • Printer and Peripheral Configuration: Installs local and network printers and other peripherals and configuration of same.
  • User Data and Migration: Responsible for user data and migration of profiles as computers are replaced.
  • Staying Current: Stays abreast of current technology in a changing environment.
  • Emerging Trends and Issues: Identifies emerging trends and issues, researches, and makes suggestions for technical solutions to solve current and future problems.
  • Information Technology Solutions: Uses extensive knowledge to develop and implement information technology solutions to enhance organizational success.
  • Data Center Operations: 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.).
  • Application Development: 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.
  • Network Infrastructure: 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
  • Leadership: Ability to lead projects that require directing the work of others and with some latitude on actions or decisions.
  • Team Efforts: Leads team efforts and assesses and integrates the skills and strengths of individuals for project and organizational success.
  • Status Updates: Provides status on project work to management.
  • Documentation: Develop and maintain appropriate documentation for all responsible areas.
  • Process and Procedure Documentation: This position is responsible for creating and maintaining all documentation of processes and procedures for all areas this position is responsible for.
  • Operational Standards: This documentation is to be used by team members for operational standards of daily work.
  • Service Level Agreements: This documentation will also be used by Operational Level Agreements (IT internal) and Service Level Agreements (IT external).
  • Annual Review: All documentation should be reviewed annually.
System Security
  • Security Awareness: 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.
  • Security Implementation: 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.

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