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Technical Support Specialist

2 months ago

Lakeville, Minnesota, United States C4 Technical Services Full time
C4 Technical Services is seeking a skilled Technical Helpdesk Specialist to join our team. As a Technical Helpdesk Specialist, you will be responsible for ensuring proper computer operation for end-users, allowing them to accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user Service Desk requests. Support will be provided onsite, remotely, over the phone, or via email. Problem resolution involves the use of a Ticketing system to prioritize, document, and resolve requests.

**Key Responsibilities:**

* Manage and prioritize assigned requests to ensure timely resolution per established Service Level Objectives (SLOs)
* Escalate tickets to Tier II support if a request cannot be resolved at the Tier I level.
* Field incoming requests from end-users via phone, email, and in person in a courteous, professional manner.
* Prioritize and schedule requests for resolution. Escalate issues to Tier II support as needed.
* Resolve issues at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
* Record, track, and document the Service Desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through final resolution.
* Test fixes to ensure the problem has been adequately resolved.
* Perform post-resolution follow-ups to Service Desk requests.
* Meet all Service Level Objectives (SLOs).
* Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

**Requirements:**

* Certifications: MCP, A+, Network+, Security+ (preferred but not required)
* Basic knowledge of computer hardware, including laptops, desktops, printers, and handheld scanners.
* Experience with Microsoft Windows operating systems.
* Application support experience with Microsoft Office.
* Exceptional written and oral communication skills.
* Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
* Ability to conduct research on a wide range of computing issues as required.
* Ability to absorb and retain information quickly.
* Ability to present ideas in user-friendly language.
* Highly self-motivated and directed.
* Keen attention to detail.
* Proven analytical and problem-solving abilities.
* Ability to effectively prioritize and execute tasks in a high-pressure environment.
* Exceptional customer service orientation.
* Experience working in a team-oriented, collaborative environment.

**Work Conditions:**

* Occasional evening and weekend support required.
* Sitting for extended periods of time.
* Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
* Lifting and transporting of moderately heavy objects, such as computers and peripherals up to 25 lbs.
* Some travel may be required for the purpose of offsite user support.

If you are a motivated and detail-oriented individual with a passion for technical support, we encourage you to apply for this exciting opportunity.