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Technical Support Specialist

2 months ago

Rockville, Maryland, United States ConsultNet Full time

Position: Tier I Technical Support Specialist (MS 365 / Incident Response & Problem Management)
Type: Long-Term Contract
Location: 100% Remote / Anywhere US (EST hours)

Job Overview:

The main responsibility of a Technical Support Specialist is to deliver technical support to end users of computer systems. We are seeking a proficient Technical Support Specialist to evaluate and enhance the functionality of our end-user IT systems and applications. Your role will involve analyzing IT system performance, troubleshooting hardware and software issues, and providing comprehensive IT support to our clients and team members.

Key Responsibilities:

  • Respond to user inquiries regarding software or hardware operations to resolve issues, typically of a lower complexity.
  • May install software or conduct hardware testing remotely.
  • Execute commands and monitor system operations to ensure correct functionality and identify errors.
  • Maintain logs of daily data communication transactions, issues encountered, and corrective actions taken, or installation activities.
  • Consult technical manuals, collaborate with users, or perform computer diagnostics to investigate and resolve issues or to provide technical support.
  • Engage in various project assignments related to the deployment of new software and applications.
  • Manage end-user problem resolution.
  • Assist in the development and maintenance of End User Knowledge Articles.
  • Collaborate with other IT Operations staff, including the Operations Center and Desktop Support Teams.
  • Exhibit teamwork and collaboration.

Required Qualifications:

  • Associate's degree in a computer-related discipline or equivalent training and/or experience.
  • Strong verbal and written communication skills, problem-solving abilities, customer service orientation, and interpersonal skills.
  • Basic ability to work independently and manage time effectively.
  • Familiarity with computer software, including configuration management software, desktop communication software, operating system software, and internet directory services software.
  • Exceptional analytical and problem-solving capabilities.
  • Comprehensive knowledge of MS 365 Applications, including but not limited to: MS Teams, Outlook, Word, Excel, PowerPoint.

Additional Qualifications:

  • Experience utilizing Digital Experience Monitoring (DEM) solutions to assist in resolving end-user issues.
  • Experience in data analysis, correlation, and metrics, preferably using MS PowerBI.
  • Familiarity with Genesys Call Center software.