Technical Support Specialist

2 weeks ago


Rochester, New York, United States KNOWLEDGE BUILDERS Full time
Position: Desktop Support Technician

Employment Type: Full-time

Location: Remote

Compensation: Starting at $18.92 per hour

Overview:
As a Desktop Support Technician, you will be integral to the success of our operations by addressing and resolving technical challenges faced by our associates. You will report directly to the Senior Supervisor of Desktop Support and the North America IT Manager.

Key Responsibilities:
1. **Technical Issue Resolution:** Proactively identify, interpret, and resolve technical issues impacting associates both on-site and remotely.
2. **User Support:** Provide comprehensive technical assistance by installing, configuring, maintaining, and troubleshooting PC hardware and software.
3. **Ticket Management:** Ensure a seamless resolution process throughout the help ticket lifecycle while performing necessary administrative tasks.
4. **Remote Assistance:** Guide associates through troubleshooting steps via virtual platforms.
5. **Prioritization:** Monitor and prioritize support requests based on urgency and updates.

Qualifications:
- Bachelor's degree in IT or equivalent experience in a technical support role.
- Intermediate knowledge of IT systems and desktop support, including hardware and software troubleshooting.
- Familiarity with basic switch commands for VLAN assignments.
- Ability to locate MAC addresses of devices on the network.
- Capability to work independently while utilizing knowledge bases, job aids, and team communications for support.
- Physical ability to lift up to 50 lbs.

Work Environment:
Must be available to work within operational hours, Monday to Friday, and be on-call for emergencies as needed.

Additional Responsibilities:
- Follow established processes for on-site technical support.
- Maintain network printer connectivity and manage hardware repairs or decommissioning as necessary.
- Assist clients with troubleshooting their software and connectivity issues.
- Utilize ticketing systems effectively to meet service level agreements and operational goals.

Join us in delivering exceptional technical support and enhancing the productivity of our team

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