Technical Support Specialist
2 weeks ago
Key Responsibilities:
- Effectively manage multiple user requests with varying priorities and deadlines.
- Provide technical support for incoming queries and issues related to computer systems, software, and hardware.
- Respond to inquiries in person or via phone.
- Serve as an escalation point for vendors and managed service providers.
- Oversee the daily performance of computer systems.
- Address email inquiries from users seeking assistance.
- Guide users through the problem-solving process.
- Install, modify, and repair computer hardware and software (capable of lifting equipment up to 50 lbs).
- Utilize diagnostic programs to troubleshoot issues.
- Resolve technical problems remotely for LAN, WAN, and other systems.
- Follow up with users to confirm resolution of issues.
- Generate reports to identify recurring malfunctions.
- Ability to sit for extended periods.
- Some travel may be necessary.
- Proficient in Microsoft Office 365 and Microsoft Teams.
- Strong understanding of desktop computer hardware and the Windows 10 operating system.
- Ability to explain and assist end users in setting up PC hardware.
- Experience in transferring data and user profiles to new PC hardware.
- Familiarity with patch management systems (Quest KACE experience preferred, but not mandatory).
- Experience with Mobile Device Management (MaaS360 experience preferred, but not mandatory).
- Experience with Android and iOS mobile devices.
- Proficient in remote troubleshooting of software, hardware, printers, and networking.
- Knowledge and experience in network communications, firewalls, and VPN.
- Exceptional troubleshooting abilities.
- Strong understanding of common networking technologies and protocols.
- 3-5 years of relevant experience preferred.
- Associates or Bachelor's Degree in an IT-related field preferred.
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