Technology Support Specialist

4 weeks ago

Phoenix, Arizona, United States Rock Family of Companies Full time

The Rock Family of Companies is a dynamic and innovative organization that offers a wide range of services across various industries.

We are committed to providing our clients with exceptional support and service, and we are seeking a highly skilled and experienced Technology Support Specialist to join our team.

About the Role

The Technology Support Specialist will be responsible for providing technical support and assistance to our clients, including troubleshooting and resolving technical issues, documenting and tracking technical issues, and providing hands-on desktop support.

Key Responsibilities

  • Provide technical support and assistance to clients via phone, chat, and email
  • Troubleshoot and resolve technical issues in a timely and efficient manner
  • Document and track technical issues using service management tools
  • Provide hands-on desktop support, including software installation and upgrade, hardware setup, file backups, and system configuration
  • Order, track, and manage inventory for computer hardware and related technology items
  • Create and maintain documentation in a shared knowledge base
  • Test fixes to ensure problems have been resolved
  • Perform post-resolution follow-ups to service requests

Requirements

  • 1 year of professional support experience with current version of Windows and/or MacOS and hardware/peripherals
  • 1 year of experience or equivalent supporting enterprise communication suites, such as Microsoft Office365
  • 1 year of experience or equivalent fielding incoming service requests via phone, chat, and email
  • Demonstrated ability in creating technical documentation
  • Ability to communicate technical issues to stakeholders with varying degrees of technical knowledge
  • Ability to plan resolution and execute projects within a specified time frame
  • Must be able to lift and carry a minimum of 50 pounds
  • Ability to work in varying conditions, including both indoors and outside year-round
  • Ability to participate in a weekly on call rotation performing weekend and evening support
  • Availability to travel for project work and support

Preferred Qualifications

  • Knowledge of service management tools such as Service Now, Cherwell, and Jira
  • Experience using workplace and facilities management tools
  • Experience using incident, task, and inventory tracking systems
  • Experience building and maintaining relationships with vendors

About Us

The Rock Family of Companies is a centralized hub that delivers thoughtful and innovative solutions for Rocket Companies. We're a Detroit-based company made up of businesses that provide simple, fast and trusted digital solutions for complex transactions. We're insistently different in how we look at the world and are committed to an inclusive workplace where every voice is heard.

Benefits and Perks

We offer a wide range of benefits and perks to our team members, including health insurance, retirement plans, and paid time off. We also offer opportunities for career growth and professional development, as well as a fun and supportive work environment.

Equal Employment Opportunity

The Rock Family of Companies is an Equal Employment Opportunity employer, and does not discriminate in any hiring or employment practices. We provide reasonable accommodations to qualified individuals with disabilities in accordance with state and federal law.

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