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Technical Support Specialist

2 months ago

Washington, Washington, D.C., United States Calabitek Full time
Job Description

Calabitek is seeking a skilled Technical Support Analyst to join our team. As a Technical Support Analyst, you will provide consultative and technical support services to ensure timely problem resolution, system/data access, and optimal system performance.

Key Responsibilities:

  • Act as a first point of contact for providing technical support to all areas within the organization.
  • Provide telephone, walk-in, and email support to the Help Desk Field/Faculty/Staff Help Desk, as needed.
  • Accurately document request history and work in Help Desk Ticketing System; documentation of efforts through the ticketing and inventory management systems.
  • Installation, configuration, setup, and maintenance of desktop and laptop computer hardware and software for faculty, staff.
  • Triage and route advanced second and third tier requests to the appropriate technical personnel.
  • Provide timely resolution of problems or escalation on behalf of the user by maintaining strong working relationships with IT professionals in areas such as network services, software systems engineers, and application developers.

Required Skills:

  • Ability to diagnose and resolve technical issues efficiently.
  • Ability to explain technical concepts in simple terms to non-technical users.
  • A strong focus on customer service is essential.
  • Hands-on experience in a help desk or technical support role and experience with ticketing systems such as Service Now.
  • The ability to prioritize tasks, manage time effectively, and maintain detailed records of issues and resolutions.
  • Experience with Microsoft office software including Outlook, Word, Excel, Access, PowerPoint, and Internet Explorer.
  • Proficiency in various operating systems (Windows, macOS, Linux), understanding of network fundamentals (TCP/IP, DNS, DHCP).

Desired Skills:

  • 3 years of experience in a help desk or technical support role.