Technical Support Specialist I

2 weeks ago

Corpus Christi, Texas, United States High Touch Technologies Full time
Job OverviewTechnical Support Specialist I

The Technical Support Specialist will deliver entry-level technical assistance and support to end users. This role will handle incoming inquiries through calls, emails, and chat support, troubleshoot software and hardware issues, provide information, and address questions to assist our clients across all High Touch Technologies' application platforms.

About High Touch Technologies

High Touch Technologies is a dynamic software, technology, and communications firm dedicated to offering services and support across various sectors. We empower businesses by enhancing their technology and communication capabilities, both internally and externally.

At High Touch, you are more than just an employee; you are a stakeholder. We are a 100% employee-owned organization, providing private company stock as part of our compensation packages. High Touch is a smaller, agile, relationship-focused company—regardless of your position, every decision you make and every project you complete contributes to our collective success.

Our commitment is to our clients—when they thrive, we thrive. As a High Touch employee-owner, you will be instrumental in fostering technical innovation, nurturing development, and sustaining connections. For over three decades, High Touch has expanded its reach to clients globally.

Employee Benefits

  • Comprehensive health, dental, and vision insurance
  • Company-sponsored holidays
  • Paid time off begins accruing on your first day
  • Employee stock ownership program

For a complete list of benefits, please refer to our benefits documentation.

Key Responsibilities

  • Operate effectively in a call center environment, responding to incoming help desk inquiries via ACD, and assisting clients through phone and remote access.
  • Accurately and promptly log call tickets into our tracking system.
  • Configure and support local area networks (LANs), wide area networks (WANs), virtual private networks (VPNs), data, and networking solutions.
  • Maintain a high level of productivity, with key performance indicators including call-to-ticket ratios, time spent on calls, and time allocated for software training or special projects.
  • Exhibit a positive attitude towards the organization and collaborate effectively within the team.
  • Arrive punctually and be prepared to adjust hours as needed based on call volume or workload.
  • Act as a technical resource for users, providing assistance and information via phone.
  • Enhance the Knowledge Base (KB) with articles and insights that will aid in resolving client issues in the future.
  • Assist in evaluating software and hardware requirements and provide feedback to engineering teams.

Additional Responsibilities

  • Participate in on-call weekend rotations and provide after-hours support as necessary.
  • Stay informed by reviewing documentation and keeping up with updates and changes in software/hardware technology.

Required Knowledge, Skills, and Abilities

To excel in this role, an individual must successfully perform each essential duty. The following qualifications are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Qualifications

  • Equivalent to a two-year college degree or completion of a specialized course of study at a business or trade school.
  • One to three years of relevant professional experience.
  • Access to the internet from home and the capability to diagnose and resolve issues remotely while on-call.
  • Strong interpersonal and customer service skills.
  • Proficient in installing, troubleshooting, and supporting personal computers, with familiarity in processing concepts and terminology.
  • Adept at problem-solving using logic, deductive reasoning, and isolation techniques.
  • Exhibit courtesy, tact, and diplomacy, as the role involves significant personal interaction with others inside and outside the organization, typically regarding routine matters for the purpose of providing or obtaining information that may require discussion.

Preferred Experience

  • Understanding of basic operation and installation principles for LANs, WANs, TCP/IP telecommunication systems, and related software.
  • Experience in network performance tuning, software maintenance, and preventative maintenance techniques.
  • Experience in network performance tuning is a plus.

HTI Personnel, Inc. is an Equal Employment Opportunity employer. This job description outlines the position's details but is not an exhaustive statement of duties and responsibilities. Additional duties may be assigned as required.

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