** Technical Support Specialist I**

**Job Category****:** Operations **Requisition Number****:** TECHN023985 Showing 1 location **Job Details**

**Description**

The **Technical Support Specialist I** is responsible for providing system and technology assistance and support for the Companys customers and employees.

**Job Duties**: -

**Primary Duties:**

* Receiving, logging, and managing calls from internal staff via telephone and email

* Log all calls in the service desk incident management application system

* Act as a signal point of contact for phone calls and email related to IT issues and queries.

* Addresses support center and new service requests in priority order and tracking from request to resolution

* Performs basic troubleshooting on failed peripheral equipment and desktop systems

* Identifies and facilitates technical issues that warrant an escalation to appropriate personnel for resolution based on priority or urgency

* Offers suggestions in improving the support centers efficiency and its customer service rating

* Documents and records data pertaining to technical events and incidents in the incident management application system

* Performs routine active directory administrative tasks

* Other duties as required and assigned

**Requirements:**

**Education and Experience:**

* High school education or GED (General Education Diploma) equivalency

* Minimum 6 months related experience in technical service desk or system support role; or an equivalent combination of education and experience

* Experience using an incident management application systems

* Knowledge in hardware support and networking concepts

* Experience in support of Window Operating Systems (all versions) and Microsoft Office Suite

**Essential Skills:**

* Solid organizational and prioritizing skills

* Strong oral and written communication skills, including technical documentation

* Strong customer service skills

* Ability to effectively communicate with technical and non-technical users

**Environment:**

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel. The employee frequently is required to sit, reach with hands and arms, and talk or hear. The employee is required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. The employee is regularly exposed to ambient lighting and temperate climate conditions

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Job Duties as documented in this job description are considered Essential Functions and have been created by the standards of the Equal Employment Opportunity Commission (EEOC). The standards of the Americans with Disabilities Act (1990) require that employees be able to perform Essential Functions of the job with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the Essential Functions.

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