Overview

Summary/Objective

The Support Technical Specialist 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 or in person at a client site.
• Act as the initial or second-level contact for all end-users that need technical support.
• Answering the help desk phone, creating new or updating existing tickets, and responding to tickets assigned as appropriate.
• Assist less experienced technicians with technical problems they encounter.
• Clearly communicate technical solutions in a user-friendly, professional manner, and assist junior and senior technicians.
• Follow defined procedures and policies to resolve recurring tasks.
• 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.
• Good Decision Making.
• 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 50 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 evening and weekend work may be required as job duties demand. 

Travel

No travel is expected for this position. Voluntary travel opportunities may be available as needed. 

(IT Support, Help Desk, Desktop Support, Microsoft Exchange, DNS, Firewall, Networking, Systems Admin)

ID 2023-1256

Qualifications

Required Education and Experience

• Intermediate understanding of desktop operating systems, various software applications, and PC/Server/Network hardware.
• Intermediate understanding of principles and theories of network systems and management.
• Intermediate understanding of Internet technologies and products.
• At least two years of technical work experience or equivalent education.
• At least one relevant technical certifications (e.g. A , Network and Security ) or equivalent experience.

Preferred Education and Experience

• Associate’s (or higher) degree in computer science-related field.
• Three or more years of technical work experience.
• Two 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.