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Technical Support Specialist

2 months ago

Pittsburgh, Pennsylvania, United States Pomeroy Technologies, LLC. Full time
Job Overview

Core Responsibilities:

The primary focus of this role is to assist personnel in troubleshooting and resolving technical challenges while delivering friendly and expert support for inquiries. The position entails providing first-level assistance for the Help Desk, which includes researching and addressing technical issues. This role acts as the main point of contact for ticket resolution, assignment, and escalation to higher-level support when necessary.

All personnel are responsible for maintaining, diagnosing, and repairing technical systems, including desktop hardware, operating systems, applications, and office technology. This position serves as the initial support contact for all IT-related issues within the designated area and collaborates with available resources, hardware, and software vendors to deliver effective solutions, repairs, and problem-solving. Additionally, the role may involve providing remote assistance and on-site support for other IT departments.

Key Duties & Responsibilities:

The following tasks are intended to illustrate the various types of work that may be performed. The absence of specific duties does not exclude them from the position if the work is similar, related, or logically assigned to this role.

  • Identify, investigate, and resolve technical issues.
  • Respond to help desk tickets, phone calls, and email requests for technical assistance.
  • Track and monitor issues to ensure timely resolution.
  • Manage user systems, applications, and office productivity tools: maintain, repair, or upgrade desktops, laptops, printers, scanners, copiers, and fax machines; support Windows desktop and applications (MS Office Suite), and install critical vendor patches and updates.
  • Provide assistance for all user IT support inquiries and collaborate with available resources, hardware, and software vendors to deliver effective solutions, repairs, and problem resolution.
  • Act as the IT liaison to external partners, software, and hardware vendors for problem resolution, information gathering, system upgrades, and maintenance.
  • Protect the company's operational data through a formalized and documented security administration and data backup program.
  • Establish, enforce, and monitor policies and procedures to ensure appropriate use of information systems.
  • Develop and maintain desktop support procedures and prepare end-user documentation.
  • Manage infrastructure assets: vendor support agreements, software licenses and keys, hardware leases, service contracts, asset inventory, and labeling.
  • Evaluate, design, and implement new systems (software and hardware) to enhance productivity, improve business operations and services, and reduce manual or paper processes.

Supervisory Responsibilities:

None

Minimum Knowledge, Skills, and Abilities Required:

  • Associate's degree in computer science or a related field.
  • Microsoft Certified Systems Engineer (MCSE) certification is desirable.
  • Equivalent combination of education and experience will be considered.
  • At least 1 year of experience in a help desk support role; 1-2 years preferred.
  • Excellent verbal communication and writing skills.
  • Strong customer service skills and motivation.
  • Ability to collaborate effectively with various individuals, from staff to high-level administrators.
  • Experience in using, configuring, and troubleshooting Windows computer platforms in an Active Directory environment.
  • Experience with various applications such as Microsoft Word, Excel, Access, Outlook, and web-based applications.
  • Familiarity with Outlook/Exchange configuration, including solving issues related to permissions, views, calendar sharing, email rules, and data migration.
  • Working knowledge of LAN/WAN hardware and administration.
  • Experience with managed care operations is desirable.
  • Familiarity with imaging solutions such as Altiris is desirable.

Physical and Mental Demands:

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands:
While performing the duties of this role, employees are regularly required to sit, talk or hear, in person and via multimedia; use hands to manipulate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand, and move about to accomplish tasks, particularly over long distances or moving from one work site to another. Must have the ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus. Additionally, the ability to lift and carry computers and monitors is necessary.

Mental Demands:
While performing the duties of this role, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information, and documents; analyze and solve problems; utilize mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, clients, and vendors. The incumbent must maintain composure in a fast-paced, high-quality environment where personal and team accountabilities are the defining factors.

Work Environment:
The work is generally sedentary in nature but may require standing and walking for up to 10% of the time. Work is typically performed within an office environment, with standard office equipment available.