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Technical Support Specialist

2 months ago

Hamtramck, Michigan, United States Apex Systems Full time
Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team at Apex Systems. As a Technical Support Specialist, you will be the first point of contact for technical support requests from district staff and students, providing timely and courteous assistance.

Key Responsibilities
  • Respond to incoming calls, helpdesk tickets, and remote support requests for service from district staff and students.
  • Utilize phone and remote support tools to diagnose and resolve Level 1/1.5 support issues efficiently, including password resets, account lockouts, basic software troubleshooting, and hardware peripherals setup and connectivity.
  • Diagnose and resolve Level 1/1.5 IT support issues, ensuring a quick resolution or appropriate escalation.
  • Accurately document issues and escalate more complex problems to Level 2 or other specialized support teams, ensuring smooth handoff and communication.
  • Maintain detailed and accurate records of support requests, troubleshooting steps, and resolutions in the helpdesk system.
  • Provide clear, concise instructions and training to users on common technical issues, empowering them to resolve minor issues independently in the future.
  • Assist in monitoring district-wide IT systems and alerting appropriate teams when issues are detected.
  • Work closely with other IT teams to share knowledge, troubleshoot complex issues, and contribute to continuous improvement of support processes.
  • Maintain a high level of customer service and professionalism when interacting with all users, including students, staff, and administrators.
Requirements
  • Bachelor's degree in Information Technology, Business Administration, or related discipline.
  • CompTIA A+, Microsoft Certified: Fundamentals or equivalent certifications preferred.
  • Minimum of three (3) years experience in a technical support or help desk role, preferably in an educational environment.
  • Technical Skills:
    • Basic knowledge of Windows and macOS operating systems.
    • Familiarity with common software applications, preferably all aspects of the Microsoft Office Suite.
    • Understanding of network fundamentals, including Wi-Fi connectivity and basic troubleshooting.
    • Experience with remote desktop tools, call management, and helpdesk software.
  • Communication:
    • Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users clearly and effectively.
    • Ability to accurately document service requests, troubleshooting steps, and resolutions in the helpdesk system.
Work Environment

Fast-paced call center environment with a focus on customer service and technical support. May require occasional travel to different district sites for on-site support. Must have own transportation to travel to District locations when needed.

Essential Functions

First Point of Contact: Respond to incoming calls, helpdesk tickets, and remote support requests for service from district staff and students, providing timely and courteous assistance.

Phone and Remote Support: Utilize phone and remote support tools to diagnose and resolve Level 1/1.5 support issues efficiently, including password resets, account lockouts, basic software troubleshooting, and hardware peripherals setup and connectivity.

Issue Resolution: Diagnose and resolve Level 1/1.5 IT support issues, ensuring a quick resolution or appropriate escalation.

Escalation: Accurately document issues and escalate more complex problems to Level 2 or other specialized support teams, ensuring smooth handoff and communication.

Documentation: Maintain detailed and accurate records of support requests, troubleshooting steps, and resolutions in the helpdesk system.

User Education: Provide clear, concise instructions and training to users on common technical issues, empowering them to resolve minor issues independently in the future.

System Monitoring: Assist in monitoring district-wide IT systems and alerting appropriate teams when issues are detected.

Team Collaboration: Work closely with other IT teams to share knowledge, troubleshoot complex issues, and contribute to continuous improvement of support processes.

Customer Service: Maintain a high level of customer service and professionalism when interacting with all users, including students, staff, and administrators.

Performance Metrics: Achieve key performance metrics while also meeting annual objectives focused on enhancing service efficiency, improving customer engagement, and optimizing support operations.

Performs other duties as assigned by supervisor.