Technical Support Specialist

3 weeks ago

Jonesboro, Arkansas, United States Hytrol Full time
About the Role

We are seeking a skilled Technical Support Specialist to join our Shared Services team at Hytrol. This is a full-time, on-site position with no remote options.

Job Summary

This role involves providing second-level technical support for various departments, ensuring smooth operations and quick resolution of technical issues. As a Level II technician, you will handle more complex hardware, software, and network-related issues that cannot be resolved by Level I support.

Key Responsibilities
  • Provide technical assistance to employees across different departments, resolving technical issues efficiently and effectively.
  • Assist in escalating issues to senior technicians or third-party vendors when necessary, while monitoring progress until resolution.
  • Contribute to the setup, configuration, and maintenance of shared services systems, including network infrastructure, servers, and business-critical applications.
  • Manage and prioritize tickets in the ticketing system, ensuring timely and accurate resolution of technical issues and maintaining service-level agreements (SLAs).
  • Collaborate with various departments to understand their specific support needs and provide solutions accordingly.
  • Develop and deliver training sessions for staff on the use of software, systems, and procedures relevant to shared services.
  • Maintain comprehensive documentation of support activities, solutions, and best practices for reference and reporting.
  • Identify and recommend improvements to current processes, tools, and systems to enhance service efficiency and user experience.
Requirements
  • Proficiency in troubleshooting Windows, office productivity software (e.g., Microsoft 365), and basic networking concepts.
  • Experience with Active Directory, SCCM, remote desktop tools, and basic scripting is a plus.
  • Familiarity with cloud-based services and virtualization technologies (e.g., Azure, AWS, VMware).
  • Strong verbal and written communication skills to interact with users, document issues, and relay technical information to non-technical staff.
  • Strong analytical skills with the ability to diagnose and resolve more advanced technical issues independently or with limited supervision.
  • A strong customer service mindset, ensuring user satisfaction by maintaining professionalism and providing timely, effective solutions.
  • Ability to manage and prioritize tasks in a fast-paced environment while meeting deadlines.
  • Willingness to collaborate and support various teams within the organization.
Qualifications
  • Associate's degree in Information Technology (related field) or equivalent work experience.
Compensation

The estimated salary for this role is $65,000 - $80,000 per year, depending on experience. We offer a competitive benefits package and opportunities for growth and development within our company.

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