Technical Support Specialist

2 weeks ago

Detroit, Michigan, United States Strategic Staffing Solutions Full time

STRATEGIC STAFFING SOLUTIONS (S3) IS HIRING

We are seeking a Technical Support Specialist for a contract role with one of our esteemed clients.

Position: Technical Support Specialist

Location: Remote (Candidates must be local to the area)

Duration: 12+ Months

Employment Type: W2 Contract Engagement

Role Overview

Deliver technical assistance to clients for various technologies, including desktops, laptops, virtual machines, tablets, desk phones, mobile devices, printers, both wired and wireless networks, VPNs, webcams, dictation devices, and integrated medical technology such as ventilators and cardiac monitors. Ensure the organization's security by adhering to established protocols to prevent unauthorized access to system resources. Conduct thorough troubleshooting, research, diagnosis, resolution, and escalation of moderately complex technical issues or requests. Provide mentorship and support to Service Desk Associates and new representatives, communicating with departmental leadership as necessary to ensure excellence in service delivery. May be tasked with testing new technologies and support frameworks to facilitate future integration across the team.

Key Responsibilities

Assist in identifying and managing emerging issues by monitoring trends in Service Desk collaboration tools, liaising with other teams, and utilizing gathered information. Seek information through standard channels as well as non-traditional methods when standard resources are unavailable. Contribute to the development and upkeep of our knowledge base. Maintain current knowledge of processes and procedures, staying informed and responsive to changes in the environment. Take ownership of new information and follow through by asking pertinent questions and updating colleagues and documentation accordingly. Identify and escalate hardware, software, or system build issues for quality assurance and system stability. Effectively multi-task for extended periods. Prioritize tasks logically according to departmental requirements. Meet all deadlines consistently.

Required Qualifications

Minimum of 2 years of recent customer-facing helpdesk experience. High School Diploma or equivalent is required. Some college education, or 1-2 years of vocational technical training, or an Information Technology/Support industry certification. Certification in IT Service Management (ITSM/ITIL/HDI, etc.) is preferred.

The S3 Commitment

At S3, our mission is to cultivate trusting relationships and deliver solutions that have a positive impact on our clients, consultants, and communities. Our core values include:

Setting high standards for corporate responsibility. Creating job opportunities. Providing individuals with the chance to succeed and improve their circumstances. Enhancing the communities where we operate through volunteerism and charitable contributions.

Employee Benefits

As a member of the S3 team, you will be eligible for a comprehensive benefits package that may include:

Medical Insurance Dental Insurance Vision Insurance 401(k) Plan Paid Time Off Life & Disability Insurance Plans Flexible Spending Accounts

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