Technical Support Specialist
1 week ago
Position Overview: The Technical Support Specialist role is essential in delivering assistance for fundamental incident resolution and service requests directed to the division's help desk. This position involves initial evaluation, prioritization, investigation, and resolution of basic incidents and inquiries related to application software and infrastructure components.
Key Responsibilities:
- Provide independent technical assistance to users across various platforms, employing diverse methodologies to address intricate technical challenges.
- Develop, maintain, and enhance the Known Error Database and Knowledge Base, ensuring that incidents and their resolutions are thoroughly documented.
- Facilitate training and mentorship for new team members. Engage in compliance, regulatory, and technology training initiatives.
- Ensure adherence to relevant federal, state, and local laws and regulations. Complete all mandatory compliance training and maintain familiarity with Flagstar's internal compliance policies and procedures. Stay informed about evolving regulations and policies.
Qualifications:
- High School Diploma, GED, or equivalent required.
- Bachelor's Degree or equivalent professional experience preferred.
- Associate's degree or two years in a degree program, along with two years of relevant work experience, or a Bachelor's degree is desirable.
- Familiarity with various application and platform domains, including password management, enterprise applications, and shared directory structures.
- Excellent verbal and written communication skills, with a proven ability to convey technical information to non-technical users.
- Strong analytical and problem-solving abilities.
- Experience with MAC OSX, iPad iOS, and Safari.
- Knowledge of ServiceNow or similar incident management systems.
- Understanding of Android, iPhone, and Windows Mobile operating systems.
- Familiarity with Novell, Citrix, SQL Databases, and Networking Technologies.
- Solid understanding of MS Windows operating systems.
- Demonstrated ability to collaborate effectively within a team environment.
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