Technical Support Specialist

2 weeks ago

Cranberry Isles, Maine, United States ICON Consultants, LP Full time

Position Overview:

The Technical Support Specialist role is integral to the Service Management division within the IT department. Professionals in this capacity deliver assistance to end-users while actively overseeing the organization's computer systems through best practices aligned with ITIL methodologies, focusing on Incident, Problem, and Knowledge management.

Work Arrangement:

This position currently requires in-office attendance on select weekdays, with the flexibility of remote work on others. Initial training will take place at a designated location, followed by a remote work arrangement that may be subject to change based on organizational needs.

Role Responsibilities:

Individuals in this role will engage in intermediate-level tasks, including:

  • Providing technical support to users and IT systems across various issues.
  • Identifying, investigating, and resolving technical challenges.
  • Responding to requests for assistance via phone, email, and in-person inquiries.
  • Conducting proactive monitoring of IT systems using appropriate tools.
  • Documenting, tracking, and managing issues to ensure prompt resolutions.
  • Collaborating with customers to address complex problems requiring advanced expertise.
  • Participating in projects aimed at enhancing customer service responsiveness.
  • Setting and monitoring performance goals.

Essential Qualifications:

  • Bilingual proficiency in Spanish is mandatory.
  • A two-year degree in Information Technology or a related field.
  • 1-3 years of experience in technical support within a computer-related environment.
  • Familiarity with standard concepts, practices, and procedures in the field.
  • Working knowledge of ITIL standards and best practices.
  • Intermediate understanding of infrastructure support components.
  • Proficiency with standard desktop tools and utilities.
  • Knowledge of server operating systems and related tools.
  • Understanding of IT networks and voice services.
  • Awareness of IT security and disaster recovery protocols.
  • Experience with process control and monitoring.
  • Familiarity with call center technologies.

Preferred Qualifications:

  • Experience within a Global IT Service Desk environment is highly desirable.
  • Advanced troubleshooting capabilities.
  • Successful completion of relevant problem-solving assessments.
  • Strong analytical skills for effective problem resolution and solution evaluation.
  • Excellent communication, organizational, and problem-solving abilities.
  • Capacity to work independently while ensuring consistent task completion.
  • Strong verbal communication skills, including the ability to document procedures.
  • Ability to work effectively in both independent and team settings.
  • Capability to engage with a diverse user base.
  • Willingness to work rotating shifts and during holidays.
  • Ability to operate in an office environment with a focus on safety and security.

Key Competencies:

Successful candidates will demonstrate a commitment to results, adaptability to change, teamwork, and a strong understanding of customer perspectives. Additional competencies include:

  • Attention to Detail
  • Effective Communication and Information Sharing
  • Complexity Management
  • Problem Solving
  • Accountability

Work Schedule:

This position entails a 40-hour work week with rotating shifts.

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