Senior Technical Support Specialist

3 weeks ago


Blacklick, United States Quardev Full time
Job Overview

Quardev is seeking a highly skilled Technical Support Analyst III to contribute to our client's educational technology platform. This role offers a predominantly remote work environment, with a brief onsite training period.

Key Responsibilities
  • Deliver remote Level 2 support for software and hardware challenges, including Microsoft applications.
  • Act as an escalation point for Tier 1 and Tier 1.5 support queries.
  • Maintain and enhance technical documentation and IT manuals proactively.
  • Thoroughly document technical issues and procedures for future reference.
  • Effectively troubleshoot and resolve technical issues and outages.
  • Oversee the complete lifecycle of IT assets, ensuring efficient management.
  • Coordinate the imaging, deployment, maintenance, and retirement of hardware assets.
  • Monitor ticket queues to ensure service level objectives are consistently met.
  • Identify and propose training opportunities for team members.
  • Provide hardware support for a variety of devices including PCs, Macs, printers, and VoIP phones.
  • Deploy operating system images for PCs as needed.
  • Collaborate with vendors for in-warranty hardware replacements and services.
  • Follow established guidelines for the installation and configuration of new equipment.
Qualifications
  • Minimum of 2 years of experience in a similar technical support role.
  • Proficient in using ACD systems for managing inbound support requests.
  • Strong verbal and written communication skills, with a focus on customer service.
  • Demonstrated ability to troubleshoot effectively and escalate when necessary.
  • Familiarity with Active Directory, Azure, and Office 365.
  • Basic understanding of TCP/IP networks.
  • Experience with incident management and support requests.
  • Industry certifications such as A+, HDI, or CompTIA are advantageous.
  • Team-oriented with the ability to work independently.
  • Strong attention to detail and documentation skills.

This position is open to applicants across the United States. Please note that this role does not offer visa sponsorship or transfer options.

Compensation

The maximum pay rate for this position is $21.63 per hour.

Quardev is committed to fostering a diverse and inclusive workplace. We welcome applicants from all backgrounds and are dedicated to equal opportunity employment.



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