Technical Support Specialist

4 weeks ago


Kansas City, Kansas, United States C4 Technical Services Full time
Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team at C4 Technical Services. The successful candidate will be responsible for providing technical assistance to end-users, resolving issues, and ensuring proper computer operation.

Key Responsibilities
  • Manage and prioritize assigned requests to ensure timely resolution per established Service Level Objectives (SLOs)
  • Escalate tickets to Tier II support if a request cannot be resolved at the Tier I level.
  • Field incoming requests from end-users via phone, e-mail, and in person in a courteous, professional manner.
  • Prioritize and schedule requests for resolution. Escalate issues to Tier II support as needed.
  • Resolve issues at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
  • Record, track, and document the Service Desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through final resolution.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to Service Desk requests.
  • Meet all Service Level Objectives (SLOs).
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Requirements
  • Certifications: MCP, A+, Network+, Security+ (preferred but not required).
  • Basic knowledge of computer hardware, including laptops, desktops, printers, and handheld scanners.
  • Experience with Microsoft Windows operating systems.
  • Application support experience with Microsoft Office.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Work Environment
  • Occasional evening and weekend support required.
  • Sitting for extended periods of time.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals up to 25 lbs.


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