Technical Support Specialist

2 weeks ago


Tallahassee, United States Ark Solutions Full time
Ark Solutions Inc is seeking a Technical Support Specialist

Position: Technical Support Specialist
Location: Remote

Overview:
As a vital member of our team, you will be responsible for providing comprehensive support for both software and hardware systems. Your role will involve offering technical guidance, advice, and informal training to users navigating our hardware and software applications. You will troubleshoot and resolve routine technical issues by analyzing and diagnosing faults using established methodologies. Additionally, you will conduct root cause analysis and create checklists for common problems, while recommending preventive measures to enhance system reliability. Maintaining a knowledge base and call tracking system will be essential to improve the quality of our support services.

Key Responsibilities:
  • Assist the Workstation Support Supervisor in diagnosing and resolving computer system issues.
  • Gain expertise in providing technical assistance and routine maintenance for specialized software applications.
  • Support various IT hardware devices, including network printers and mobile devices.
  • Deliver Tier 2 support for complex issues, demonstrating ownership and problem-solving skills.
  • Conduct advanced troubleshooting to identify the root causes of technical problems.
  • Install, configure, and support systems while monitoring the Service Desk queue to resolve assigned tickets.
  • Engage in project coordination, sharing insights and feedback with fellow IT staff as necessary.
  • Create and maintain detailed technical documentation, coordinating service calls and repairs for both warranty and non-warranty items.
  • Provide support for Audio Visual (AV) and Video Conferencing (VC) systems, assisting with setup and troubleshooting as needed.
Qualifications:
  • Minimum of one (1) year of experience in the installation, maintenance, and technical support of workstation hardware.
  • Alternatively, one (1) year of experience in customer service and technical support with Microsoft Office 365 and Windows 10 or later.
  • Technical certifications from recognized workstation training programs such as CompTIA A+, CompTIA Network+, or MCDST may substitute for one (1) year of experience.
  • A Bachelor’s or Associate degree in Computer Science, Information Technology, or a related field from an accredited institution is also acceptable.
Education:
High School diploma or equivalent.

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