Technical Support Specialist

2 weeks ago


Richmond, Virginia, United States Rose International Full time
Job Summary

Rose International is seeking a highly skilled Technical Support Analyst to provide consultative and technical support services to our clients. As a key member of our team, you will be responsible for ensuring timely problem resolution, system/data access, and optimal system performance.

Key Responsibilities
  • Provide Technical Support: Act as a first point of contact for providing technical support to all areas within the organization.
  • Support Ticketing System: Accurately document request history and work in Help Desk Ticketing System; documentation of efforts through the ticketing and inventory management systems.
  • Hardware and Software Support: Installation, configuration, set up, and maintenance of desktop and laptop computer hardware and software for faculty, staff.
  • Triage and Escalation: Triage and route advanced second and third-tier requests to the appropriate technical personnel.
  • Problem Resolution: Provide timely resolution of problems or escalation on behalf of the user by maintaining strong working relationships with IT professionals in areas such as network services, software systems engineers, and application developers.
Requirements
  • Technical Skills: Hands-on experience in a help desk or technical support role and experience with ticketing systems such as Service Now.
  • Communication Skills: Ability to explain technical concepts in simple terms to non-technical users.
  • Customer Service: Strong focus on customer service is essential, as the role involves interacting with users who may be frustrated or anxious.
  • Time Management: Ability to prioritize tasks, manage time effectively, and maintain detailed records of issues and resolutions.
  • Operating Systems: Proficiency in various operating systems (Windows, macOS, Linux), understanding of network fundamentals (TCP/IP, DNS, DHCP).
Benefits

Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status, or any other characteristic protected by law.



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