Technical Support Specialist
2 days ago
We are seeking a highly skilled Technical Support Specialist to join our team at Converge Technology Solutions. As a Technical Support Specialist, you will be responsible for providing high-quality solutions to our customers to ensure their investment in technology aligns with their business objectives.
Key Responsibilities- Deploy, Install, Upgrade, Troubleshoot, and Service Client Hardware/Software
- Provide Remote and On-Site Support to Customers
- Resolve Outstanding Service Issues within Committed Response Times
- Escalate Issues as Necessary and Ensure Overall Customer Satisfaction
- Perform Product Support Activities Involving Installation, Upgrading, Repair, and Preventative Maintenance of PC Components, Printers, and Scanners
- Diagnose and Use Appropriate Tools to Troubleshoot Basic PC Components, Printers, and Scanners
- Track, Monitor, and Provide Timely Updates and Complete Documentation for Open Service Incidents to Ensure Service Level Standards are Met
- Communicate Effectively with Clients, Partners, and Peers through Scheduling, Updating of Status, and Communicating Completion of Service Requests and Incidents
- Collaborate with the Service Desk and System Engineering Team to Troubleshoot and Resolve Incidents when Appropriate
- Maintain a Professional, Business-Focused Attitude and Courteous Manner towards Clients, Partners, and Peers
- Ability to Work Weekends and/or Off Hours as Necessary to Meet Client Needs
- Attain Appropriate Product/Vendor Certifications to Ensure Continual Growth in Knowledge of Equipment Troubleshooting Techniques and Methodologies
- Participate in Regular Staff Meetings and Communicate Relevant Information
- Contribute to the Development and/or Enhancement of PDS Tech Support- and Systems Admin-Related Processes and Tools
- Excellent Verbal and Written Communication Skills
- Ethical and Critical Thinking
- Ability to Troubleshoot PC Hardware/Software and Printer Problems
- Client-Centric Attitude with a Personal Responsibility to Maintain Client Loyalty and Trust
- Innovative, Team-Oriented Problem Solver
- Ability to Work Independently without Direct Supervision
- Ability to Manage Competing Priorities in a Fast-Paced Environment
- Ability to Provide Detailed and Complete Documentation Related to Performance of Duties
- Ability to Interact with Clients in a Professional and Courteous Manner
- Aptitude and Enthusiasm to Effectively Adapt to Rapidly Changing Technology and Provide Technical Assistance
- Ability to Function Well in a High-Paced and At Times Stressful Environment
- Proficient with Microsoft Office Suite or Related Software
- Experience Troubleshooting and Supporting Technology Hardware Products, Including PC Hardware/Software, Laptops, and Printers
- Experience with Application Troubleshooting in Microsoft Products and Tools
- A Degree in an Applied Technology Area such as Information Systems or Engineering is Preferred
- Equivalent Training and Experience May be Substituted
- Experience Troubleshooting and Supporting Technology Hardware Products, Including PC Hardware/Software, Laptops, and Printers
- Experience with Application Troubleshooting in Microsoft Products and Tools
- Valid Driver's License Required
- Comp TIA A+ is Preferred
- MCP Certification Desirable
- Server + Preferred
- MCSA Certification Desirable
- Other Vendor Certifications Highly Desirable
- Prolonged Periods of Sitting at a Desk and Working on a Computer
- Ability to Lift up to 50 Pounds at Times
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