Technical Support Specialist 2
2 weeks ago
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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