Description

Position: Technical Support Specialist

Reports to: Chief Information Officer 

Job Location: Community Support Office – Atlanta

Job Summary:

Provide direct, first-line telephone and e-mail support for all computer hardware, software, and application-related problems at remote sites and corporate locations

Duties/Responsibilities:

• Utilize Help Desk software to log service calls, provide detailed documentation for all customer interactions and final resolutions
• Ability to troubleshoot and resolve technical issues in a timely manner
• Travel to remote locations to assist in systems upgrades, new deployments, and onsite troubleshooting when required.
• Adhere to policies, procedures, and standards as it relates to call handling, issue processing, and documentation
• Work with Senior IT support personnel to perform Level I break/fix analysis which involves troubleshooting and correcting problems in a timely manner and determining when escalation is necessary. 
• Follow up with senior team members when problems are escalated for resolution.
• Refer and assign unresolved issues to appropriate group(s)/individual(s)
• Identify and define improvements to documentation as it relates to trouble-shooting processes 

Success Metrics:

Incident Resolution

Resolve all Incidents assigned within established SLA’s

Accuracy

Follow up on resolved incidents and ensure appropriate resolution

Service

Positive feedback from internal and external customers

Education & Certifications: 

• Bachelor’s Degree in Information Systems or related field preferred 

Experience: 

• Relevant work experience
• Proficient in Microsoft Office Suite
• Organized and detail oriented; must be a self-starter

Core Competencies:

Values Driven-ethics, integrity; Excellent attention to detail, Strong organizational ability, Results Oriented - motivated, focused; Problem Solver - analytical; Dependable; Honest; Positive; Servant Attitude