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Technical Support Specialist

2 months ago

Grand Rapids, Michigan, United States ETNA Supply Full time
Job Overview

Position Summary:

The Technical Support Specialist is responsible for delivering expert assistance and support concerning computer systems, hardware, and software. This role involves addressing inquiries, executing diagnostic procedures, identifying issues, and implementing effective solutions.

  • Ensure a positive experience for all customers.
  • Manage Tier 1 support escalations via tickets or phone calls.
  • Timely follow-up on unresolved requests to confirm issue resolution.
  • Set up accounts and configure hardware as part of the onboarding process.
  • Provide support for audio and video equipment in meeting rooms.
  • Oversee and track internal assets to maintain accurate inventory records.
  • Respond to and assist with incoming queries and issues related to computer systems, software, and hardware.
  • Develop training manuals and educate users on computer systems.
  • Engage with customers to understand the nature of their problems and guide them through the troubleshooting process.
  • Install, modify, and repair computer hardware and software as needed.
  • Adhere to the computer hardware recycling protocols.
  • Utilize diagnostic tools to troubleshoot and resolve issues.
  • Address technical challenges related to Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Install computer peripherals for users.
  • Gather feedback from customers regarding their computer usage.
  • Maintain regular and predictable attendance.
  • Prioritize safety in all work activities.

Required Knowledge, Skills, and Abilities:

  • Proficient in Windows 10 & 11 environments.
  • Experience with Office 365, Office 365 administration, Active Directory management, and Exchange.
  • Solid understanding of PC hardware, printers, scanners, and mobile devices (iOS, Android).
  • Familiarity with Client PC connectivity, including DHCP, DNS, and VPN.
  • Knowledge of file server access and Active Directory security protocols.
  • Understanding of antivirus and cybersecurity principles.
  • Exceptional customer service and troubleshooting capabilities.
  • Ability to communicate technical information effectively, both verbally and in writing, to a diverse audience.
  • Strong interpersonal skills, stress management, teamwork, and problem-solving abilities.
  • Capacity to manage multiple tasks, priorities, and deadlines while adapting to changing circumstances.
  • Demonstrated urgency in resolving issues.
  • Willingness to travel occasionally as required.
  • Participation in after-hours on-call rotation and projects may be necessary.
  • Commitment to maintaining confidentiality.
  • Professional demeanor as a representative of the organization.

Education and Experience Requirements:

  • Minimum: Associate degree in computer science with a focus on networking, or
  • One year of relevant experience and training in computer networking.
  • Equivalent combinations of education and experience will be considered.
  • Preferred experience in a Windows environment.
  • Experience with help desk ticketing systems is advantageous.
  • Familiarity with Eclipse is a plus.

Certifications:

  • Valid driver's license with a satisfactory driving record.

Physical Requirements and Work Environment:

The physical demands outlined here are representative of those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

  • Frequent sitting, talking, and hearing; standing and walking; reaching, grasping, handling, and using fingers.
  • Regular lifting of up to 25 pounds.
  • Occasional stooping, crouching, climbing, pushing, pulling, carrying, and lifting up to 50 pounds.
  • Ability to fulfill essential job functions consistently and safely.
  • Specific vision abilities required include clear vision at 20 inches or less, depth perception, and color vision.
  • Work is primarily conducted indoors.
  • Noise levels are typically moderate.
  • Successful completion of substance abuse screening is required.

We are an Equal Employment Opportunity/Affirmative Action Employer.