Technical Support Specialist

Summary

Our family-owned and operated company is growing rapidly and is looking for a technical support specialist to join our growing team. Please review the list of responsibilities and qualifications.

Responsibilities for technical support specialist

• Investigates and resolves software and hardware problems reported by end-users.
• Answers, evaluates, and prioritizes incoming requests for assistance from users experiencing problems with hardware, software, networking and other computer and/or mobile device related technologies.
• Tracks issues within call logging software.
• Monitor Support operations and escalate tickets to ensure end user's problems are handled as expeditiously as possible.
• Provide excellent technical and customer service
• Provide timely resolution to all assigned calls and/or tasks
• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems
• Calls software and hardware vendors to request service regarding defective products
• Project manage small projects
• Participate in the on-call rotation to respond to emails and phone calls during on-call period via smartphone
• Installs employee computers, software and peripheral equipment
• Installs software and peripheral equipment on employee computers
• Develop and maintain expertise in test methods
• Provide standard training to company staff concerning specifications, products, extraction formats and APIs including development of proprietary training materials for support of new or existing products
  • Create training materials for support with new and existing products.
  • Provide training to employees for new and existing software
• Maintain expertise with product features, supported platforms and common configurations in technology areas
• Maintain inventory (Asset Management)
• Obtain quotes for users for all technology requests
• Work effectively either solo or in a team
• Driven, self-starter willing to learn and adapt as technologies change
• Maintain user licenses for various software

Qualifications for technical support specialist

• 1 to 2 years of related experience and/or training in computer science and/or technical support preferred. Associates Degree, working towards a Bachelor's Degree preferred. Available training for the right applicant will be considered.
• Experience troubleshooting computer hardware, software, mobile devices and network equipment desired both in-person and remote
• Experience with Windows Server 2012-2016, Windows 7, Windows 10, Windows 11, Microsoft Office 2013 - 2016, M365, printer technologies, networking methodologies desired
• ITIL Certification preferred but not required
• Excellent communication skills, both written and verbal
• Great customer service skills a must
• Desire to learn and grow in the IT field a must

Work Conditions

• On-call availability.
• Overtime hours may be required to meet project deadlines.
• Sitting for extended periods.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices.
• Able to lift computer drives, monitors, and other peripherals.
• Some travel may be required for the purpose of off-site software installation.

Job Type: Full-time

Benefits:

• 401(k) Company Matching
• Bi-Yearly performance bonus
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
• Cell phone allowance
• Internet allowance