Technical Support Specialist

3 weeks ago

Napoleon, Ohio, United States eTeam Inc Full time

Pay Rate: $25 - $29/Hour.

Overview:

The role involves researching, designing, developing, operating, and maintaining support services for both existing and new business applications and information systems solutions. This is achieved through the integration of technical and business requirements in accordance with standard IT process methodologies, such as ITIL and ITSM. The position includes the identification, development, and prioritization of support services based on business criticality. The applications and information systems solutions encompass both third-party software and internally developed applications and infrastructure.

Key Responsibilities:

  • Actively participate as a member of an IT technical team, performing fundamental analysis of functional or service requirements while utilizing a basic understanding of IT business processes or challenges.
  • Utilize technical expertise to manage and administer infrastructure or software platforms and user groups of moderate complexity, resolving technical issues as they arise.
  • Implement solutions to prevent recurring problems, including managing patch updates and ensuring that configuration management database entries are accurate and complete.
  • Deliver on-site field support to clients and their suppliers, which includes installation, servicing, and repair of systems and equipment.
  • Diagnose and resolve hardware issues related to corporate-issued desktops, laptops, mobile devices, and peripherals.
  • Address software issues associated with Windows 10, Microsoft Office Suite, and other corporate applications.
  • Manage Microsoft patches and corporate software deployments while ensuring compliance with group policies.
  • Build and reimage corporate PCs, performing necessary upgrades to enhance end-user productivity.
  • Troubleshoot LAN/WAN issues that may affect employee productivity, demonstrating a solid understanding of networking fundamentals.
  • Conduct IMACD activities within service level agreements for PC and peripheral management.
  • Communicate effectively with end-users regarding their productivity issues, ensuring clarity in both verbal and written communication.
  • Document solutions and incident resolution case notes in the designated reporting systems.
  • Audit and manage device asset management systems, ensuring proper inventory control.
  • Support shipping and receiving operations, including inventory management and warehousing practices.
  • Assist with the physical handling of shipments, including lifting and moving equipment as necessary.
  • Participate in the procurement and lifecycle management of IT equipment.
  • Maintain a safe working environment while regularly engaging in physical activities associated with the role.

Education and Experience Required:

  • A Bachelor's degree in Management Information Systems, Computer Science, or a related field, with a minimum of 3 years of relevant experience, or a Master's degree with up to two years of experience.

Knowledge and Skills:

  • Strong verbal and written communication skills, with experience in infrastructure environments.
  • Familiarity with business IT applications, including supply chain and finance systems.
  • Basic knowledge of scripting or programming languages, along with experience in ITIL methodologies.
  • Demonstrated initiative, problem-solving capabilities, and collaborative skills.
  • Certifications such as Network+, A+, and Linux+ are preferred.

Work Environment:

  • Office-based role with potential for weekend and shift work.

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