Technical Support Specialist

2 weeks ago

Pontiac, Michigan, United States Williams International Full time
Job Opportunity

Williams International is pleased to announce an opening for a Technical Support Specialist to become a vital part of our team.

The Technical Support Specialist will primarily focus on delivering second-tier assistance to team members through escalated Helpdesk inquiries, collaborating with IT colleagues on project-related activities, and addressing various desktop support needs as they arise.

Key responsibilities include the setup, configuration, and deployment of PCs, facilitating the relocation of team members, and managing software and hardware installations, configurations, and troubleshooting tasks. All activities must be executed with a strong emphasis on customer service and professionalism.

Key Responsibilities:
  • Manage Helpdesk inquiries via web forms, emails, and phone calls; categorizing and directing them to the appropriate support teams.
  • Take ownership of Helpdesk requests, ensuring they are resolved efficiently and completely; escalate to senior technicians when necessary.
  • Troubleshoot Level One and Two software, hardware, and operating system issues in both business and engineering environments.
  • Conduct software installations, configurations, and upgrades in various settings.
  • Effectively manage user expectations by providing updates and progress reports throughout the resolution process.
  • Collaborate with department managers to determine hardware and software needs for incoming team members.
  • Install Windows operating systems and necessary software on PCs, configure them appropriately, and migrate data prior to deployment, ensuring minimal disruption to end-user functionality.
  • Provide IT support during biannual Engineering rotational moves.
  • Assist in relocating PC hardware as needed when team members are reassigned.

Qualifications:
  • High School Diploma & A+ Certification (or higher) or a College Degree in Information Technology or related fields.
  • 1-3+ years of relevant experience.
  • Strong customer service skills, excellent communication abilities (both oral and written), and keen attention to detail.
  • Intermediate troubleshooting skills for software and operating systems (Windows 7 and 10).
  • Comprehensive knowledge of desktop productivity applications: MS Office, Adobe Acrobat, Edge, etc.
  • Physical capability to lift 50 lbs, walk long distances, and remain on one's feet for extended periods.
  • Ability to thrive in a team-oriented environment and perform effectively under pressure.
  • Willingness to learn and adapt with a positive attitude.
  • Accountable for product safety and quality of work, adhering to the Company's Quality Policy.

Physical requirements include the ability to lift 50 pounds (4 inches to 25 inches), push or pull a weight of 60 pounds, maintain a grip strength of at least 50 pounds, and reach above shoulder height (65 inches).

U.S. citizenship is required.


Security Clearance:
The position may require the ability to obtain a U.S. Government Security Clearance. Selected candidates may undergo a U.S. Government security investigation and must meet eligibility criteria for access to classified information.

Additional Information:
Williams International maintains a Drug-Free Workplace policy, and all new hires and contractors are subject to pre-employment drug testing for controlled substances.

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