Technical Support Specialist

2 weeks ago


Harrisburg, Pennsylvania, United States ARK Solutions, Inc. Full time

Technical Support Specialist

Onsite

Company: ARK Solutions, Inc.

The Technical Support Specialist is responsible for providing assistance to users experiencing difficulties with business applications. This role involves handling incoming calls and inquiries, guiding users through login issues, password resets, and navigating software applications. When necessary, the specialist will escalate tickets to higher-level support teams.

Key Responsibilities:

  • Receive and manage incoming calls and emails from users facing challenges with business applications.
  • Identify the nature of the issue, determining if it stems from hardware or software, and document it in the tracking system.
  • Follow escalation procedures for unresolved issues.
  • Guide users through troubleshooting steps to resolve their problems.
  • Utilize technical resources and collaborate with colleagues to research and resolve issues.
  • Employ reference materials and diagnostic tools to assist in problem resolution.
  • Support the coordination of system changes, upgrades, and new product implementations to ensure compatibility with existing environments.
  • Provide timely and accurate responses to general inquiries regarding application usage and administrative processes.
  • Communicate clear and informative status updates to users.
  • Track and report time spent on various tasks and activities.
  • Adhere to established quality standards in all work.
  • Work collaboratively within a team setting.
  • Complete assigned tasks efficiently.
  • Demonstrate strong verbal and written communication skills.

Required Skills and Experience:

  • Promptly answer help desk inquiries.
  • Respond to help desk emails in a timely manner.
  • Escalate issues to senior staff by creating ServiceNow incidents for appropriate technical resources.
  • Assist with agency computer repairs as necessary.
  • Install software updates on agency computers as required.
  • Support senior technical staff with data acquisition and report generation.
  • Run daily reports and ensure proper delivery within the organization.
  • Create ServiceNow incidents for all incoming requests.
  • Assist with cable management, installations, and equipment organization.


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