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Technical Support Specialist II
2 months ago
The Technical Support Specialist is tasked with delivering expert assistance and guidance related to computer systems, hardware, and software applications. This role addresses inquiries, executes diagnostic tools, identifies issues, and formulates solutions.
Key Responsibilities
- Serve as the initial point of contact for internal clients requiring support with their computing devices, IT infrastructure, or relevant software solutions.
- Offer technical resolutions and advice through various communication channels including texts, emails, phone calls, and in-person interactions.
- Oversee requests from both onsite and remote users, ensuring proper access via VPN.
- Diagnose, troubleshoot, and resolve technical problems, escalating to other IT personnel when necessary.
- Maintain, update, and document comprehensive standard operating procedures (SOPs) related to recurring issues.
- Adhere to established run book protocols when addressing inquiries.
- Document and track all inquiries/issues in the HelpDesk ticketing system.
- Support the management of technical inventory and asset tracking programs.
- Engage in the oversight of services utilized across the organization, including physical security measures, surveillance systems, and mobile devices.
- Administer access to various software platforms used throughout the organization while providing basic support.
Qualifications
- Proficient in Microsoft Windows 10/11
- Basic networking knowledge
- Familiarity with Office 365
- Experience with MacOS is advantageous
- Knowledge of mobile devices (Android/iOS)
- Understanding of ticketing systems and ticket triage processes
- Experience with VPN client-side configurations
- Strong ability to diagnose and resolve technical challenges
- Customer-focused and service-oriented mindset
- Capability to install, configure, and maintain various software applications
- Experience with scripting for automation tasks
- Exceptional verbal and written communication skills
Additional Information
