Technical Support Specialist

Job Reference Number: 18470
Employment Type: Full-Time, Hybrid
Segment: Elior Corporate
Brand: ENA Corporate
State: North Carolina (US-NC)

When you join Elior North America, you are joining a food service team that is united in our appetite for growth and in our passion to make an impact on our world.

As a food service company, we have the privilege to serve our communities in a meaningful way. Each meal our teams prepare, serve or deliver is an opportunity to connect with our customers and to help brighten their day while providing nourishment to their bodies and minds. This is the core of our united mission.

Each one of our distinct companies is trusted within the industries they serve, including K-12 schools, colleges and universities, healthcare, senior living and senior nutrition, corporate dining, cultural attractions, corrections and prepared meals.

The Elior North America corporate teams’ purpose is to support every company and segment with the necessary resources to develop the team members and grow the business.

Job Overview:

The Technical Support Specialist role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Ensuring that service levels and targets are achieved, as well as meeting customer satisfaction and continuous service delivery demands.

Key Accountabilities:

Strategy & Planning:

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.

Operational Management:

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.  Perform post-resolution follow-ups to help requests.
• Develop help sheets and frequently asked questions lists for end users.

Skills Required:

• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Formal Education & Certification:

• Associates Degree in Information Systems or related field is desirable with 2 years computer related experience.

About Elior North America:

Elior North America is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. We are committed to diversity and encourage applications from people of all backgrounds and abilities. We take pride in supporting the development of our employees and their skills at all levels and in fostering an environment of growth.

At Elior North America, we are committed to offering growth and advancement opportunities for all of our employees. The valuable skills and experience you’ve gained with Elior will propel you further in your career, whether with our corporate office or one of our brand segments.

Disclaimer: This job description can be revised by management as needed.