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Technical Support Specialist

2 months ago

Atlanta, Georgia, United States APN Consulting Full time
APN Consulting is seeking a qualified candidate for the following position:

Position: Technical Support Specialist
Contract Duration: 9+ months/ CTH

Role Overview:
This position is responsible for delivering assistance to end users by facilitating the setup and functionality of their workstations, software applications, and associated equipment.

Key Responsibilities:
  • Deliver technical assistance to end users. [80%]
  • Support the installation, training, maintenance, troubleshooting, and repair of desktop technology hardware and software.
  • Engage users effectively to identify issues.
  • Utilize experience and existing knowledge bases to find potential solutions.
  • Assist in the configuration and operation of audio-visual equipment as needed by users.
  • Identify suitable hardware and software in accordance with corporate policies and user needs.
  • Implement support tools to systematically diagnose errors or technical failures.
  • Respond to incidents promptly with the appropriate urgency.
  • Escalate incidents and inquiries to the relevant support teams.
  • Assist in the disconnection, relocation, and reconnection of desktop technology for individual and group office transitions.
  • May contribute to the administration and upkeep of network infrastructure components.
  • May assist in the installation, maintenance, troubleshooting, and repair of office telecommunication systems.
  • Aim to minimize disruptions in users' ability to perform essential business functions.
  • Complete administrative responsibilities. [15%]
  • Utilize the corporate incident management system to document and monitor all support activities.
  • Maintain precise records of hardware and software assets.
  • May assist with the acquisition of hardware and software.
  • Participate in team meetings and training sessions. [5%]
  • Enhance team capabilities and functions through positive customer interactions.
  • Contribute to the refinement and enhancement of processes and procedures (Knowledgebase articles).
  • Expand knowledge through collaboration with team members.
  • Perform additional duties as assigned by management.