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Technical Support Specialist 2

2 months ago

Atlanta, Georgia, United States Tekwissen Full time
Overview:

TekWissen Group is a prominent workforce management provider across the USA and various international locations. Our client offers a comprehensive suite of services, including a web portal that delivers information on state affairs, business and economic development, public safety, education, health, law, justice, transportation, IT, social services, and cultural initiatives. Additionally, it provides insights into government services and current employment opportunities.

Position: Technical Support Specialist 2

Location: Atlanta, GA

Duration: 3 Months

Job Type: Contract

Work Type: Onsite

Job Summary:
  • Under general supervision, assists clients with initial tier issues or escalates to second tier support for more complex problems.
  • Engages and communicates with state employees, internal stakeholders, and external clients to deliver information and services that align with customer expectations.
Detailed Overview:
  • At CJCC, the Technical Support Specialist serves as the primary point of contact for end-users.
  • They will diagnose and resolve technology-related issues through various communication channels in a timely manner.
  • The role requires maintaining composure under pressure and demonstrating empathy towards clients.
  • Specialists will either resolve common user issues or escalate tickets to the appropriate support team.
  • This position provides opportunities to learn about diverse processes and systems within the IT sector.
Essential Duties and Responsibilities:
  • Proven experience with Service Desk applications for managing IT requests.
  • Ability to support and troubleshoot laptops, desktops, IP phones, mobile devices, and various software applications.
  • Act as the first point of contact for end-users seeking technical assistance through phone, email, or chat.
  • Address IT-related ticket concerns regarding systems, software, or hardware.
  • Monitor and respond promptly to requests received through the Helpdesk ticketing system and escalate unresolved issues as necessary.
  • Conduct basic remote or in-person troubleshooting by guiding customers through problem-solving processes.
  • Utilize exceptional customer service skills to build rapport with end-users and maintain positive communication.
  • Assess situations accurately, devise logical solutions, and seek assistance when needed.
  • Ability to multitask in a Microsoft Windows environment while utilizing various programs for troubleshooting.
  • Must be a flexible, independent, self-motivated problem solver who thrives in a fast-paced setting.
  • Experience with MS Office and Microsoft 365 troubleshooting.
  • Familiarity with VPN remote access configuration and troubleshooting.
  • Demonstrated experience in troubleshooting infrastructure and network-related issues.
  • Collaborate directly with business owners, development teams, third-party vendors, and supporting organizations to understand and analyze business specifications.
  • Responsible for managing Active Directory accounts, including activation, deactivation, creation, and management of user groups and security levels.
  • Familiarity with SharePoint, Teams, and OneDrive.
  • Basic knowledge of Azure is preferred.
  • Excellent customer service skills and the ability to communicate effectively with both technical and non-technical clients.
  • Capability to work independently with staff on processes and straightforward software solutions.
Qualifications:
  • Associate's degree in a related field from an accredited institution or two years of experience in a similar role.
Note:
  • An equivalent combination of education and job-specific experience that provides the knowledge, experience, and competencies required to successfully perform the job may be considered.
TekWissen Group is an equal opportunity/affirmative action Employer (m/f/d/v) supporting workforce diversity.