Technology Support Specialist

2 weeks ago


Phoenix, Arizona, United States Rock Family of Companies Full time

About the Role

We are seeking a skilled Technology Support Specialist to join our team at Rock Family of Companies. As a key member of our technology team, you will be responsible for providing top-notch technical support to our employees and clients.

Key Responsibilities:

  • Field service requests via phone, chat, and self-service to assist with technical issues or requests
  • Prioritize technology service desk requests according to policy and procedure
  • Effectively use multiple data points to inform and drive decision-making
  • Record, track, and document the service desk request process, including all successful and unsuccessful decisions made and the final resolution
  • Escalate unresolved issues to the proper technical support teams
  • Provide hands-on desktop support, including software installation and upgrade, hardware setup, file backups, and system configuration
  • Order, track, and manage inventory for computer hardware and related technology items
  • Create and maintain documentation in a shared knowledge base
  • Test fixes to ensure problems have been resolved
  • Perform post-resolution follow-ups to service requests
  • Participate in research and testing of new and upcoming technology

Requirements:

  • 1 year of professional support experience with current version of Windows and/or MacOS and hardware/peripherals
  • 1 year of experience or equivalent supporting enterprise communication suites, such as Microsoft Office365
  • 1 year of experience or equivalent fielding incoming service requests via phone, chat, and email
  • Demonstrated ability in creating technical documentation
  • Ability to communicate technical issues to stakeholders with varying degrees of technical knowledge
  • Ability to plan resolution and execute projects within a specified time frame
  • Must be able to lift and carry a minimum of 50 pounds
  • Ability to work in varying conditions, including both indoors and outside year-round
  • Ability to participate in a weekly on call rotation performing weekend and evening support
  • Availability to travel for project work and support

Preferred Qualifications:

  • Knowledge of service management tools such as Service Now, Cherwell, and Jira
  • Experience using workplace and facilities management tools
  • Experience using incident, task, and inventory tracking systems
  • Experience building and maintaining relationships with vendors

About Us

Rock Family of Companies is a dynamic and innovative organization that provides simple, fast, and trusted digital solutions for complex transactions. We are committed to an inclusive workplace where every voice is heard and diverse perspectives are welcomed.

What We Offer:

We offer a comprehensive benefits package, including health insurance, retirement savings, and paid time off. We also provide opportunities for career growth and professional development.

How to Apply:

Interested candidates should submit their application through our website. We look forward to hearing from you



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