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Technical Support Specialist
2 months ago
Williams International is pleased to announce a rewarding opportunity for a Technical Support Specialist to become part of our dedicated team. The Technical Support Specialist plays a crucial role in delivering exceptional second-tier assistance to team members through escalated Helpdesk inquiries, collaborating with IT colleagues on project-related initiatives, and managing various desktop support tasks as they arise. Responsibilities also encompass the setup, configuration, and deployment of PCs, facilitating team member relocations, and performing software/hardware installations, configurations, and troubleshooting—all executed with a commitment to outstanding customer service and professionalism.
The Technical Support Specialist will:
- Manage Helpdesk inquiries via web forms, emails, and phone calls; ensuring proper categorization and routing to relevant support teams.
- Take ownership of Helpdesk requests, resolving them efficiently and completely; escalating to senior technicians when necessary.
- Diagnose and resolve Level One and Two software, hardware, and operating system challenges in both business and engineering/manufacturing environments.
- Conduct software installations, configurations, and upgrades across business and engineering/manufacturing settings.
- Effectively communicate with users to manage expectations, providing updates on the status and progress of issue resolution.
- Collaborate with department managers to determine hardware and software needs for incoming team members.
- Install Windows operating systems and necessary software on PCs, ensuring proper configuration and data migration prior to deployment, with minimal disruption to end-user functionality.
- Provide IT support during biannual Engineering rotational moves.
- Assist in relocating PC hardware as team members transition on an ad-hoc basis.
- High School Diploma & A+ Certification (or higher) or a College Degree in Information Technology or related fields.
- 1-3+ years of relevant experience.
- Strong customer service orientation, excellent communication skills (both oral and written), and meticulous attention to detail.
- Intermediate troubleshooting skills for software and operating systems (Windows 7 and 10).
- Comprehensive knowledge of desktop productivity tools: MS Office, Adobe Acrobat, Edge, etc.
- Physical capability to lift 50 lbs, walk considerable distances, and remain on one's feet for extended periods.
- Ability to thrive in a team-oriented environment and perform effectively under pressure.
- Willingness to learn and adapt with a proactive attitude.
- Accountability for product safety and quality of work, adhering to the Company's Quality Policy.
- Physical lifting requirements include the ability to lift 50 pounds (4 inches to 25 inches), push or pull 60 pounds, maintain a grip strength of at least 50 pounds, and reach above shoulder height (65 inches).
- U.S. citizenship is required.
- Position may require the ability to obtain a U.S. Government Security Clearance, if necessary.
Williams International maintains a Drug-Free Workplace policy, where all new team members and contractors undergo pre-employment drug testing for controlled substances as per policy guidelines.
Williams International is committed to providing equal employment opportunities for all individuals, regardless of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or protected veteran status.
For those interested in applying for employment with Williams International who require special assistance or accommodations due to a physical and/or mental disability, please reach out for support.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or discriminate against employees or applicants for inquiring about, discussing, or disclosing their own pay or the pay of another employee or applicant.
