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Technical Support Specialist

2 months ago

Tallahassee, United States Tech Army, LLC Full time

Position Overview:

As a Technical Support Specialist at Tech Army, LLC, you will play a crucial role in delivering exceptional support for both software and hardware systems. Your expertise will be vital in guiding customers through technical challenges, ensuring they can effectively utilize our products and services.

Key Responsibilities:

  1. Provide comprehensive assistance to clients, addressing their inquiries and resolving technical issues related to hardware and software.
  2. Conduct thorough troubleshooting and restore functionality to systems by identifying and diagnosing problems using established protocols.
  3. Engage in root cause analysis and create checklists for common issues to streamline future resolutions.
  4. Contribute to the development of preventative measures and procedures to enhance system reliability.
  5. Maintain and update a knowledge base and call tracking system to improve the quality of support provided.
  6. Collaborate with team members to share insights and assist with complex technical calls.

Educational Requirements:

A minimum of a High School diploma or equivalent is required.

Experience Requirements:

  1. At least one (1) year of experience in the installation, maintenance, and technical support of workstation hardware.
  2. Alternatively, one (1) year of experience in customer service and technical support, specifically with Microsoft Office 365 and Windows 10 or higher.
  3. Technical certifications from recognized workstation training programs, such as CompTIA A+, CompTIA Network+, or MCDST, may substitute for one (1) year of experience.
  4. A Bachelor’s or Associate degree in Computer Science, Information Technology, or a related field from an accredited institution is also acceptable.

Core Duties:

  1. Assist the Workstation Support Supervisor in diagnosing and resolving computer system issues.
  2. Learn and provide technical support for specialized software applications.
  3. Support various IT hardware devices, including networked printers and smartphones.
  4. Deliver Tier 2 support for medium to high complexity issues, demonstrating ownership of intricate problems.
  5. Perform advanced troubleshooting to identify the root causes of technical difficulties.
  6. Install, configure, and support systems while monitoring the Service Desk queue and addressing support tickets as assigned.
  7. Participate in projects, share knowledge, and gather feedback from other IT staff as necessary.
  8. Generate and maintain detailed technical documentation, coordinating service calls and repairs for both warranty and non-warranty items.

Additional Responsibilities:

Provide Audio Visual (AV) and Video Conferencing (VC) support as needed, assisting with the reservation, setup, and troubleshooting of AV and VC equipment.

Essential Skills and Abilities:

  1. In-depth knowledge of Microsoft products, including operating systems, office suite, and Outlook in a networked environment.
  2. Strong understanding of computer software, hardware, and firmware in personal computer and network environments.
  3. Proficient in installing and providing technical support for software applications and personal computer hardware.
  4. Ability to conduct advanced troubleshooting across various computer manufacturers.
  5. Strong organizational skills to plan, manage, and track projects effectively.
  6. Excellent verbal and written communication skills.
  7. Capability to comprehend and adhere to departmental policies.