Technical Support Specialist

5 hours ago

Rochester Hills, Michigan, United States HonorVet Technologies Full time
Job Title: Technical Support Specialist

Location: Remote

Shift: 10 am - 7 pm (Mon - Fri)

Duties:

  • Provide technical support to customers for technologies including desktops and laptops, virtual machines, tablets, desk phones, mobile phones, printers, wired and wireless networks, VPNs, webcams, dictation hardware, and software.
  • Safeguard the security of the organization by following established procedures to prevent unauthorized access to System resources.
  • Provide in-depth troubleshooting, research, diagnoses, resolution, and escalation of semi-complex technical issues or requests.
  • Provide guidance and support to Service Desk Associates and new Representatives and communicate with departmental leadership as needed to ensure service excellence is achieved.
  • Knowledge of HonorVet Technologies and its technical teams, support teams, network, hardware, and software is preferred.
  • May be requested to test new technologies and support structures to help with later integration across the rest of the team.
  • Assist with the identification and handling of emerging issues by noticing and responding to trends in Service Desk collaboration tools, communicating with other teams, and leveraging obtained information.
  • Seek information through standard channels as well as in non-traditional avenues if unavailable through standard channels.
  • Contribute to the growth and maintenance of our knowledgebase.
  • Keep knowledge of processes and procedures current and stay aware of and responsive to changes in the environment.

Skills:

  • Must possess the following skills and personal qualities:
  • Excellent customer service and written and verbal communication skills demonstrated over the phone, via IM, and face-to-face in order to communicate technical information in non-technical terms.
  • Interpersonal skills demonstrating consensus building, collaborative spirit, rapport-building, listening, and methodical questioning.
  • Ability to work under pressure, establish priorities, and respond with urgency.
  • High technical aptitude and strong PC literacy skills.
  • Successful experience with working independently and under pressure.
  • Successful experience with working on a team and actively contributing as a team member.
  • Strong analytical, prioritization, and organizational skills.
  • Able to work carefully, paying close attention to detail.
  • Sense of urgency regarding all security/privacy practices and procedures.
  • Self-directed and able to thrive in a fast-paced environment with frequent changes.
  • Be a team player focused on rapport building.
  • Demonstrate initiative and being proactive.
  • Demonstrate willingness to learn and coachability.
  • Accepts and respects diversity without judgment.
  • Ability to understand and protect the privacy and security of patient and employee data.
  • General understanding of network topologies and security protocols.
  • Fluent English language skills.

Education:

  • High School Diploma or equivalent required.
  • Some college, or 1-2 years of vocational technical training, or an Information Technology/Support industry certification - A relevant Associate's degree or higher (Information Technology, Information System, Computer Science, Health Information Management, or other Business/Communication/Technology related), and Information Technology/Support industry certifications.
  • Certification in IT Service Management.

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