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Technical Support Specialist
2 months ago
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.
- 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.
- 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.
