The Jr. Technology Support Specialist provides excellent customer service with both internal and external customers, follows instructions to resolve basic technology problems, is expected to work well with others, take direction, and perform assigned tasks.

Job Responsibilities include, but are not limited to:

• Entering and managing the support ticket queue and support phone calls.
• Troubleshooting of routine hardware and software issues handled courteously and expeditiously.
• Updating and keeping our inventory accurate.
• Assisting staff that is highly mobile and could be working out of many locations such as the office, the construction sites, their home, or various client sites.
• Documenting, tracking, and monitoring all work items and resolution activity in the tracking system to ensure a timely resolution.
• Escalating issues of higher complexity to Tier 2 and Tier 3 specialists when appropriate.
• Supporting various devices such as laptops, tablets, and mobile phones running operating systems such as Windows, Mac OS, iOS, and Android.

• Searching online for possible solutions when they aren’t documented in our knowledgebase and creating and updating knowledge articles in the IT Knowledgebase.

Qualifications:

Technical Skills:

• Solid understanding of PCs, tablets, mobile phones, peripherals, and various operating systems including but not limited to Windows, OSX, Apple iOS, and Android.
• General understanding of Active Directory, SharePoint, VPN, printers, and other peripherals.

Work Style:

• Excellent verbal and written communication skills with technical and non-technical staff.
• Excellent customer service, including empathic listening skills.
• Solid self-starter with the ability to work in a team environment.
• Excellent follow-up skills to see tasks through to resolution and communicate problem status to end users such as notification of completion, notification of delay, and rationale.
• Excellent organizational skills, prioritizing and managing multiple tasks.
• Solid ability to offer and accept feedback and constructive suggestions.
• QSTAC (Quality, Speed, Technical Acumen, Approachability, Communication) focused