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Technical Support Specialist

2 months ago

Dublin, Ohio, United States Bayside Solutions Full time
Job Summary

This Technical Support Specialist position focuses on providing telephone support for corporate users, distribution center users, and retail store employees. We require someone flexible and able to work various shifts during a Monday to Friday work week.

Key Responsibilities
  • Provide technical support by answering, evaluating, and prioritizing incoming telephone and email requests for assistance from users.
  • Follow up on open tickets from the IT service desk call tracking system, escalate problems to other IT employees (when appropriate) to obtain a timely resolution, provide or coordinate basic support, installation services, and maintenance of hardware equipment, and provide after-hour support during assigned weeks, and participate in departmental projects and programs (which include rollouts, upgrades, and modifications)
  • Provide daily software and hardware support to telephone and email requests for assistance from users.
  • Identify, research, and resolve software and hardware problems.
  • Use various administrative tools to perform tasks such as unlocking locked accounts.
  • Responsible for logging calls and following up on open tickets in the call tracking system
  • Escalating issues when appropriate
  • Provide or coordinate software and hardware support, installation services, and maintenance.
  • Coordinate daily job tasks and responsibilities with the IT Service Desk Supervisor.
Requirements and Qualifications
  • Ticketing experience: Remedy, Service Now, etc.
  • Windows support experience
  • Microsoft Office proficiency
  • Excellent customer service skills
  • Comfortable in a fast-paced, enterprise-level environment
Desired Skills and Experience

Technical support, Remedy, Service Now, Windows, Microsoft Office, hardware, software