Technical Support Specialist

Job Purpose : On a daily basis, the Technical Support Specialist will provide technical assistance and answers to user’s questions, assisting users by troubleshooting problems with computer hardware or software. Responsibilities: Identifies, investigates, and resolves users’ problems with computer software and hardware Fields tickets, support calls, chat, email, and/or other communication from users with inquiries regarding execute with accuracy. software programming, connectivity, printing, and similar concerns. Ability to prioritize user requests and Consults with users to determine steps and procedures taken to identify and resolve the problem. Applies knowledge of computer software, hardware, and procedures to solve problems Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions Provides first line support, maintenance and troubleshooting for AV equipment Deploys and supports devices and peripherals such as iPhones, iPads, etc. Installs and updates software and operating systems Provides hardware repairs and upgrades, as needed, including installing replacement hard drives, upgrading memory or peripheral cards, replacement of printer assemblies, etc. Collaborates with other staff to research and resolve problems Maintains knowledge of technology innovations and trends Performs other related duties as assigned Qualifications: Bachelor’s degree in Computer Science or related field preferred At least one year of experience in customer technical support in a corporate environment Experience and proficiency with: Active Directory, Windows 10, Microsoft Teams, OneDrive, Office 365 Hardware and software installation and configuration Projectors, desktop printers and multifunction printers Mobile devices such as iPads, iPhones etc. Functional understanding of TCP/IP and local area networking Basic knowledge in LAN, WAN, and general networking concepts Ability to: Prioritize tasks and work under pressure to meet simultaneous deadlines Respond promptly to correspondence on the telephone, MSTeams, or Outlook Explain technical issues to technical and non technical employees at all levels of the organization Work independently as well as part of a team Learn quickly and adapt to changing technologies Take initiative, be resourceful to improve processes or end user productivity Excellent organizational skills, extensive attention to detail Strong verbal and written communication skills Excellent interpersonal and customer service skills Strong analytical and problem-solving skills Working Conditions: Physical dexterity and visual acuity to work with small parts Prolonged periods of standing at times Lifting, bending and moving computer towers, monitors, printers, and other related equipment as needed Must be able to lift up to 20 pounds at times This position is temporarily remote due to Covid, and will eventually transition to full time at the client's workplace at Boston, MA office #J-18808-Ljbffr