DBHDS Technical Support Specialist

3 weeks ago


Anthony, United States Cyber Resource Full time
Job Title: DBHDS Technical Support Specialist

Cyber Resource is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will provide consultative and technical support services to DBHDS staff to ensure timely problem resolution, system/data access, and optimal system performance.

Key Responsibilities:
  • Act as a first point of contact for providing technical support to all areas within the organization.
  • Provide telephone, walk-in, and email support to the Help Desk as needed.
  • Accurately document request history and work in the Help Desk Ticketing System.
  • Installation, configuration, setup, and maintenance of desktop and laptop computer hardware and software for faculty staff.
  • Triage and route advanced, second, and third-tier requests to the appropriate technical personnel.
  • Provide timely resolution of problems or escalation on behalf of the user by maintaining strong working relationships with IT professionals in areas such as network services, software systems engineers, and application developers.
Requirements:
  • Ability to diagnose and resolve technical issues efficiently.
  • Ability to explain technical concepts in simple terms to non-technical users.
  • A strong focus on customer service is essential as the role involves interacting with users who may be frustrated or anxious.
  • Hand-on experience in a help desk or technical support role and experience with ticketing systems such as Service Now.
  • The ability to prioritize tasks, manage time effectively, and maintain detailed records of issues and resolutions.
  • Experience with Microsoft Office software, including Outlook, Word, Excel, Access, PowerPoint, and Internet Explorer.
  • Proficiency in various operating systems (Windows, macOS, Linux) and understanding of network fundamentals (TCP/IP, DNS, DHCP).
Additional Requirements:
  • The role requires the candidate to be ON SITE 4 days/week.
  • Parking is NOT provided for contractors.


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