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Technical Support Specialist

2 months ago

Marquand, Missouri, United States Compunnel Inc. Full time

Position: Technical Support Specialist

Company: Compunnel Inc.

Contract Duration: 2 years (with potential for extension)

Role Overview:

  • Deliver service support (IMAC, Break Fix, Desk Side Assistance) in alignment with Managed Client Policies and Procedures.
  • Collaborate with Client End Users to establish expectations and availability for Managed Client Services.
  • Conduct troubleshooting, parts replacement, system upgrades, and basic deployments & repairs on Client Assets including desktops, laptops, and printers.
  • Identify potential challenges that may negatively affect the End User experience and proactively address them.
  • Aim to fulfill all Client Service Level Agreements (SLAs) and Customer Satisfaction Objectives.
  • Report to the Desktop Support Lead regarding any issues impacting Client End Users or overall operations at a site.
  • Serve as an entry-level position to cultivate both technical and customer service skills for advancement into more complex field service roles.
  • Perform basic installation and maintenance of technical products.
  • Adhere to established procedures and tasks in daily operations.
  • Work is routinely reviewed by more experienced technical specialists.
  • Assess, troubleshoot, and ensure operational quality of desktops, laptops, printers, and related peripherals.
  • Diagnose and resolve product performance issues.
  • Provide maintenance and repair services.
  • Ensure customer satisfaction by advising on preventive maintenance and configurations that may influence product performance.
  • Guide customers in the operation and upkeep of their systems.
  • Possess a comprehensive understanding of policies and procedures relevant to the work area.
  • Exercise discretion and independent judgment for non-routine matters, while primarily focusing on routine tasks.
  • May be required to respond to calls outside of regular business hours as directed by leadership.
  • Physical Requirements: Must be capable of lifting up to 50 lbs and moving Enterprise and Client technology hardware in various environments.

Essential Qualifications:

  • Minimum of 2 years of experience in desktop or technical support.
  • Proficient in Active Directory.

Preferred Skills:

  • A+ certification or equivalent skill set is highly desirable; additional certifications for various hardware platforms are advantageous.
  • Experience in a manufacturing setting is beneficial as this role will operate within such an environment.
  • Understanding of fundamental networking concepts including TCP/IP, DNS, routing, switching, subnetting, and firewalls.
  • Experience with:
    • Smart Hands Support
    • Active Directory
    • SCCM
    • ServiceNow
    • Ring Central – VOIP provider
    • Strong knowledge of the Windows 10 operating system.
    • Professional client service skills.
    • Ability to perform general office tasks effectively.
    • Capable of fulfilling essential responsibilities with or without reasonable accommodations.
    • High School Diploma or equivalent required; Undergraduate degree or some college coursework preferred.

Thank you for considering this opportunity.