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Technical Support Specialist

2 months ago

Albany, New York, United States Empire State Full time
Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team at Empire State. As a key member of our IT department, you will be responsible for providing top-notch technical support to our end-users, ensuring seamless operation of our desktop computing environment.

Key Responsibilities
  • Technical Support: Provide timely and courteous technical support to end-users via various channels, including phone, email, and ticketing systems.
  • Help Desk Operations: Maintain help desk coverage, user follow-ups, and manage daily tickets assigned to ensure efficient resolution of technical issues.
  • Software and Hardware Expertise: Maintain advanced knowledge of Empire State's standardized software applications to assist in problem resolution and needs assessment.
  • Remote Access Support: Support end-users with remote access on desktops/laptops and mobile devices across various platforms.
  • VDI and Networking: Knowledgeable in VDI (Virtual Desktop Infrastructure) and extensive experience with desktop hardware, software applications, operating systems, and networking connectivity.
  • User Training and Support: Assist end-users in developing working knowledge of systems running on LAN, prepare SOPs and user instructions as needed, and train new-users on hardware and software.
  • Mobile and Wireless Devices: Point person for all mobile and wireless devices, including set-up, deployment, and user support.
  • Collaboration and Communication: Collaborate with LAN technicians/network administrators to ensure efficient operation of the company's desktop computing environment, and liaise with third-party support and PC equipment vendors when necessary.
  • Additional Responsibilities: Perform tasks and functions as required by supervisor, and perform other tasks and services needed by the end-user community.
Requirements
  • Education and Experience: HS Diploma or equivalent with 3-5 years' relevant experience, or substitute Associates or BA in Computer Science preferred.
  • Customer Service Experience: Minimum 3+ years' customer service experience, including phone support in a fast-paced environment.
  • Technical Skills: Helpdesk Solution, O365, MS Windows 10+, Mac iOS, MS Office 2016+, Adobe Cloud Suite, Kofax PDF Software, iOS Mobile device Applications & firmware, Web-based video conferencing tools, and VDI knowledge a plus.