Technical Support Specialist

2 weeks ago

New Windsor, New York, United States Cellular Sales Full time
Job Overview

Position Title: IT Field Support Technician

Classification: Non-Exempt

Reporting To: IT Field Support Supervisor

Position Summary: This role operates under the general guidance of the IT Field Support Supervisor, delivering essential assistance for hardware and software solutions across various retail outlets. The technician will utilize their expertise to address user issues reported through the Support Service Desk.

Key Responsibilities:

  1. Responds to, assesses, and prioritizes service requests received through various channels, ensuring optimal computer performance for users.
  2. Acts as a resource for problem identification and resolution, providing guidance, troubleshooting, and follow-up support. Collaborates with other departments when necessary and documents recurring issues.
  3. Records and monitors issues in a problem management database, maintaining comprehensive history records and related documentation.
  4. Engages with end users to acquire, relocate, add, or modify desktop and laptop hardware and software systems, independently analyzing customer needs to develop suitable solutions.
  5. Diagnoses and resolves issues using established procedures, available tools, and personal expertise.
  6. Collaborates with team members to tackle complex problems and escalates challenging issues to a Senior Technician for advanced assistance.
  7. Keeps peers and management informed of trends, significant challenges, and delays, while updating customers on global issues or scheduled downtimes.
  8. Gains familiarity with current inter-company retail software systems, assisting the IT team in support and troubleshooting efforts.
  9. Coordinates preventative maintenance and vendor services as required.

Core Competencies:

  1. Initiative: Proactively identifies opportunities and potential threats, taking action without waiting for direction.
  2. Communication Skills: Effectively conveys ideas and information.
  3. Planning and Organization: Establishes priorities and defines necessary actions, time, and resources to achieve goals.
  4. Problem Solving: Identifies and addresses issues of varying complexities, finding effective solutions with minimal guidance.
  5. Team Collaboration: Contributes to team dynamics and works cohesively towards shared objectives.
  6. Technical Proficiency: Acquires and applies specialized technical knowledge in the relevant field.

Supervisory Role: This position does not include supervisory responsibilities.

Work Environment: The role is situated within a retail environment.

Physical Requirements: The position necessitates the ability to perform repetitive hand/eye movements, sit and stand for extended periods, lift up to 75 lbs, and drive as needed.

Position Type: This is a full-time role with varying hours, including potential shifts outside of standard business hours.

Travel Requirement: Up to 50% travel may be necessary.

Required Qualifications:

  1. High School diploma.
  2. A minimum of 3 years of verifiable remote technology support experience.

Preferred Qualifications:

  1. Two or four-year degree.
  2. Relevant industry certifications are advantageous.
  3. Familiarity with ITIL practices.

Additional Skills:

  1. Ability to manage stress and adapt to changing priorities.
  2. Strong organizational skills, capable of maintaining composure under pressure while multitasking.
  3. Excellent interpersonal skills, with the ability to work independently and collaboratively.
  4. Robust troubleshooting capabilities.

Equal Opportunity Statement: Reasonable accommodations may be provided to enable individuals with disabilities to perform essential job functions.

Note: This job description is not exhaustive and may be subject to change as necessary.

Compensation: $23 - $31 per hour, based on experience and skill level.

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