Technical Support Specialist
2 weeks ago
The Technical Support Specialist plays a crucial role in delivering first-level technical assistance to address, resolve, or escalate technical issues related to Windows environments and applications. This includes electronic mail, enterprise applications and databases, security concerns, as well as desktop and server hardware/software issues.
Key Responsibilities- Deliver Application How-To Support for widely used PC applications, including Microsoft Office, Microsoft OS, Adobe Acrobat, and various internet browsers.
- Troubleshoot issues utilizing desktop remote control tools when feasible, ensuring thorough documentation of all services rendered.
- Engage with customers across all organizational levels, exhibiting a high degree of tact, empathy, and diplomacy to foster a positive perception of the IT department.
- Utilize exceptional verbal and written communication skills to maintain a customer-centric approach in all interactions.
- Document and relay relevant information accurately in tickets and the Knowledge Management database to facilitate collaboration with other support teams and enhance customer experience.
- Regularly update and contribute to the Knowledge Management database to ensure its accuracy and relevance.
- Develop a comprehensive understanding of critical business systems and processes, recognizing the potential impact of their unavailability.
- Employ sound judgment to prioritize incidents and initiate problem escalation procedures to coordinate effective recovery.
- Achieve resolution of issues at the first level at least 75% of the time, providing second-level support as needed to balance team workloads.
- Utilize the IT Service Management ticketing system for tracking requests, incidents, and problems.
- Guide customers in using the security request system and provide updates on the status of their requests.
- Maintain ownership of tickets opened, escalating to a second-level technician when necessary.
- Make informed escalation decisions based on workload and urgency to ensure optimal service delivery.
- Communicate management alerts and emergency notifications across the enterprise as required.
- Enhance knowledge of the technical environment while pursuing ongoing professional development through education and conferences.
- Engage in self-paced training and obtain certifications to further enhance skills and professional growth.
- Collaborate closely with IS Management, Support Center personnel, and other technical and application staff.
- Conduct monthly self-assessments of service quality using call recording tools.
- Exhibit a strong work ethic, autonomy, and self-direction while telecommuting during off-shift hours.
- Participate in project work and other assigned duties as necessary.
- A Bachelor's Degree in a technology or business-related field is preferred, or
- An Associate's Degree in a technology or business-related discipline with a minimum of 2 years of relevant experience, or
- A minimum of 4 years of experience in end-user support within the Microsoft Windows environment.
- Bilingual skills in English and Spanish are advantageous.
- Technical expertise in advanced PC diagnostics and strong familiarity with the Microsoft Windows platform and Microsoft Office applications is essential.
- Experience with migration from Windows 10 to Windows 11 is required.
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