Technical Support Specialist

Overview

Summary/Objective


The Support Technical Specialist I is a staff position that provides technical support assisting end-users with their day-to-day technical issues.


Responsibilities

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Under general supervision, provide technical software, hardware, and network problem resolution to customer end-users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment.
• Act as the initial contact for all end-users that need technical support.
• Answering the Support phone, creating new or updating existing tickets, and responding to tickets assigned as appropriate.
• Clearly communicate technical solutions in a user-friendly professional manner and assist senior technicians as needed.
• Follow defined procedures and policies to resolve recurring issues.
• Escalate or involve senior technicians on more sensitive or complex end-user problems.
• Perform related work as required.

Competencies

• Technical Capacity.
• Problem Solving/Analysis.
• Communication Proficiency.
• Team Player.
• Work Independently.
• Time Management.

Supervisory Responsibility


This position has no supervisory responsibility.


Work Environment


This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, scanners, and copy machines.


Physical Demands


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.


While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time; stand; walk; use hands to type, handle or feel; and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.


Position Type and Expected Hours of Work


This is a full-time position. Hours of work and days are typically Monday through Friday in one of the following timeslots: 7:00 a.m. to 4:00 p.m., 8:00 a.m. to 5:00 p.m., or 9:00 a.m. to 6:00 p.m. Occasional deviations from these timeslots might be necessary depending on client or company needs.


Travel

Infrequent travel is expected for this position.


Qualifications

Required Education and Experience

• Basic understanding of desktop operating systems, various software applications and PC/Server/Network hardware.
• Basic understanding of principles and theories of network systems and management.
• Basic understanding of Internet technologies and products.
• At least one year of technical work experience or equivalent education.

Preferred Education and Experience

• Two or more years of technical work experience.
• One or more relevant technical certifications (e.g., A+, Network+ and Security+).

Other Duties


Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.