Technical Support Specialist II

2 weeks ago

Walnut Creek, California, United States LHH Recruitment Solutions Full time
Job Overview

Technical Support Specialist II
LHH Recruitment Solutions is in search of a Technical Support Specialist II who will be responsible for diagnosing, investigating, and resolving intricate software application challenges and operating system modification requests. The ideal candidate will also take on a mentorship role for junior team members, providing essential technical knowledge and support services.

Location: Remote
Compensation: $29.00 per hour based on experience

KEY RESPONSIBILITIES:

  • Demonstrates comprehensive knowledge of standard technical support concepts, practices, and procedures. Independently identifies, investigates, and resolves complex service issues.
  • Escalates observed patterns of customer pain points. Analyzes historical incidents for indications of systematic issues requiring resolution.
  • Provides advanced assistance with customer inquiries and complaints. Prioritizes issues for prompt resolution. Diligently documents progress and keeps customers and management informed throughout the resolution process.
  • Evaluates current processes and suggests enhancements for improved efficiency. Updates installation guides and workflow processes accordingly. Collaborates with IT teams to refine workflow processes affecting multiple departments. Conducts training on updated procedures.
  • Installs and maintains hardware and peripheral devices such as monitors, keyboards, printers, and scanners for end-users.
  • Sets up phone systems and delivers technical phone support to both onsite and remote users.
  • Loads and provides training on approved software applications (e.g., operating systems, Microsoft Office, proprietary applications, etc.).
  • Replaces or repairs defective hardware or damaged software packages.
  • Offers tutorials on how users can access our system remotely using OWA, VPN, and/or Citrix.
  • Creates Active Directory and Exchange user accounts with a focus on security protocols.
  • Ensures compliance with all Key Performance Indicators (KPI) and Service Level Agreements (SLA).
  • Manages Major Incidents and communicates timely and clearly with the organization.


QUALIFICATIONS:

  • High School Diploma or equivalent (GED, HiSET, or TASC) is required.
  • An Associate degree or higher in Computer Science, Management Information Systems, or a related field from an accredited institution is preferred.
  • A minimum of three years of demonstrated experience in a desktop support or technical support capacity is required.
  • A+ (A Plus) and/or Network+ (N Plus) certifications are preferred.
  • Proficient in writing reports and correspondence. Capable of effective communication with colleagues at all organizational levels, as well as external parties, in various situations.
  • Skilled in solving practical problems and handling a variety of concrete variables in situations with limited standardization. Able to interpret instructions in written, oral, diagram, or schedule form. Relies on experience and judgment to plan and execute tasks.
  • Expertise in standard computer hardware, software, video conferencing, telephony technologies, and peripheral devices. Proficient in Windows operating systems.
  • Strong understanding of office operations and current technologies in communications, data entry, and file management.
  • Able to articulate the rationale for standards and procedures.
  • Proficient in Problem-Solving & Decision Making.
  • Analyzes and anticipates unintended consequences when making recommendations or decisions.
  • Escalates issues to the appropriate authority as necessary.
  • Identifies and resolves problems promptly.
  • Takes a step back to view the broader picture; considers the potential impact on customers and the organization when making decisions.
Compensation Details: $25.00 to $29.00 per hour

Managed by: Jason Timothy

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits, and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. Additionally, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to our website.

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