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Technical Support Specialist
2 months ago
Position: Technical Support Specialist
Department: Information Services Support Center
Reports To: Junior Manager - Enterprise Technology Call Center Operations
FLSA Status: Non-exempt
Position Overview:
As a Technical Support Specialist, you will deliver level 1 technical assistance to end users primarily within a Windows Operating System framework. This role involves responding to inquiries via phone and managing tickets through the help desk ticketing system.
Key Responsibilities:
- Provide enthusiastic phone support to end users, effectively analyzing, troubleshooting, and resolving issues to ensure customer satisfaction.
- Document and track all reported issues in the Help Desk application, keeping tickets updated and customers informed about their status in accordance with standard operating procedures and service level agreements.
- Facilitate the creation of access request tickets and escalate them to the appropriate teams as necessary.
- Monitor various systems for alerts and take appropriate actions when necessary.
- Contribute to the internal knowledge base by providing written documentation and feedback.
- Assist users in identifying their hardware and software needs, offering guidance on current options.
- Collaborate with level 2/3 staff and external vendors to ensure the resolution of software, hardware, and system issues.
- Revise and maintain documentation of operating procedures as directed by the Help Desk Manager.
- Advise users on best practices for PC, internet, and network usage.
- A minimum of 1 year of experience in a customer-facing role is required, though it does not need to be in the technology sector.
- Preferred (but not required) experience in a help desk environment involving phone and email support, with familiarity in the hardware and software components mentioned above.
- Demonstrated troubleshooting skills, with the ability to triage customer issues, document them in the Remedy Help Desk application, resolve or escalate to level 2/3 support, and follow up to ensure ticket closure and a positive customer experience.
- Technical support capabilities for MS Office (Word, Excel, Outlook, PowerPoint), Windows, MAC OSX, PC hardware, printers, internet access, remote access, and third-party applications.
- Excellent communication skills, both written and verbal, along with a friendly demeanor and exceptional customer service skills, as most user issues will be resolved over the phone.
- Ability to manage multiple tasks and work independently or as part of a team.
CompTIA A+ certification is preferred but not mandatory.
Knowledge, Skills, and Abilities:
- Thorough understanding of microcomputer equipment, software, and networking.
- Outstanding interpersonal, communication, and customer service skills.
- Strong time management abilities.
- Capability to prioritize multiple tasks effectively.
- Detail-oriented approach.
This position may involve exposure to blood-borne pathogens.
Physical Demands: Medium Duty - Requires exerting up to 50 pounds of force occasionally, up to 30 pounds frequently, and up to 10 pounds constantly to move objects.
The above job description provides an overview of the functions and requirements for this position. It is not intended to be an exhaustive list encompassing every duty and requirement; other duties may be assigned as deemed necessary.
