Technical Support Specialist - Tier I

Brief Description

• JOB SUMMARY
  
  

The Technical Support Specialist, Tier I position is an entry-level position in a dynamic team of motivated, talented individuals who are inspired to develop a strong team of technical support specialists. The Technical Support Specialist, Tier I is responsible for providing phone, chat and email support. This is a non-exempt position with a standard five day work week.

• JOB RESPONSIBILITIES
• Take and log calls
• Provide first line support and assistance over the telephone to accurately diagnose the cause of staff’s computer/software issues
• Fix if possible, or refer to tier 2 support engineers
• Occasional work includes hardware repair
• Installs, configures and maintains computer workstation hardware, software and peripheral equipment
• Professional interaction with AASC physicians/nurse practitioners and staff
• Respond to support desk requests and resolve issues as first contact or escalate internally.
• Provide documentation of processes and solutions to enable team collaboration
• Update support ticketing system
• Installs and configures computer workstation hardware, software, and peripheral equipment
• Collaborate with computer users to provide technical support and to assist in the resolution of software and hardware problems
• Performs other tasks or assumes other responsibilities as may be assigned by immediate supervisor or higher.
• REQUIREMENTS:
• Some experience with or familiarity with computers
• Learn new skills independently to effectively solve problems.
• Must have scheduling flexibility for after hours and weekend tasks/projects.
• Skill in explaining technical concepts.
• Ability to effectively communicate verbally and in writing.
• Ability to work in a team and independently. Be self-motivated.
• Work with other team members to ensure continuity and communication.
• Must have excellent organizational, documentation and communications skills with attention to details and follow up.
• Must be able to work effectively under deadline pressures and environments with minimal supervision.
• Must be able to effectively determine cause, effect and solutions, in a timely manner, to various hardware and/or software problems.
• Must be able to react to change in a productive, timely manner.
• QUALIFICATIONS:
• 2 years of college minimum, preferred
• Friendly & easy communicator
• Able to work individually unsupervised, or as part of a team
• Good time-keeper
• Good listener
• Capable of following instructions
• PHYSICAL REQUIREMENTS:
  
  

Physical demands are moderate. Requires standing, walking, sitting, and kneeling for possibly extended periods of time. Occasional lifting of items weighing approximately 30 to 50 pounds. Vision and hearing must be correctable to normal range. Must have manual dexterity and hand-eye coordination sufficient to provide moderate level of PC and IT network maintenance.