Technical Support Specialist 2

2 weeks ago


United, United States iCST Full time
Position Overview:

This role is designed for a Technical Support Specialist 2 who will provide comprehensive IT assistance via phone and email for our clients, including government employees and the public utilizing our online platforms.

Remote Work Structure:

This is a fully remote opportunity, with initial training conducted on-site. Post-training, you will have the flexibility to work from home, provided you have a dedicated workspace and a reliable internet connection.


Key Responsibilities:
  • Serve as a subject matter expert for various custom or commercial off-the-shelf applications.
  • Collaborate with developers to clarify software issues or suggest modifications.
  • Act as an in-house consultant, exploring alternative solutions when standard methods are inadequate.
  • Prepare software and hardware evaluations and recommendations for management consideration.
  • Draft or update user training manuals and procedural documentation.
  • Create training resources, including exercises and visual aids.
  • Offer technical support and guidance to end users regarding hardware, software, and systems.
  • Provide hands-on assistance to both business and technical personnel.
  • Diagnose and resolve software and hardware issues reported by users.
  • Act as a primary contact for level 1 support inquiries.
  • Assist users experiencing difficulties with software, hardware, and operating systems, escalating issues as necessary.
  • Identify whether issues stem from hardware, software, or system malfunctions.
  • Respond to inquiries, utilizing knowledge of software, hardware, systems, and procedures.
  • Engage with both technical and non-technical colleagues to troubleshoot and resolve issues.
  • Guide users through diagnostic procedures using various tools and techniques.
  • Familiarity with a range of call-tracking software and systems is essential.
  • Stay updated with industry trends through independent research and professional literature.
  • Adhere to quality standards while demonstrating exceptional customer service skills.
  • Work collaboratively within a team environment.
  • Complete all assigned tasks efficiently.


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