Technical Support Specialist

Essential Job Functions:

• Provides on-site field support to customers including installation, repair, and servicing of IT equipment.
• Resolves software and hardware issues on Windows, MacOS, Android, and iOS devices.
• Supports customers in a timely manner and balance priorities to achieve individual and team productivity goals.
• Documents all pertinent user information and the nature of problem reported with accuracy.
• Records all inventory transactions accurately to maintain service and inventory part accuracy.
• Assists in investigating and resolving complex installations and maintenance matters.
• Instructs customers in the operation and maintenance of systems and equipment.
• Ensures issues are referred to the appropriate personnel/service areas for follow up testing.
• Acts as a liaison with customers on administrative and technical matters for assigned projects.
• Performs analysis on system issue trends and solutions.

Basic Qualifications:

• High school diploma or G.E.D.
• 2 years of experience in field support
• Experience working with corporate hardware, software and equipment
• Ticket and asset management
• Strong hardware/software installation, support, and troubleshooting
• Windows XP, 10, and 11 experience
• Mac OS and iOS support
• Network Printer, HP configuration, consumable swaps, and moves
• Experience with Active Directory, MS Office, phone security, OS365
• Requires Networking troubleshooting and support
• Support skills for VPN connectivity and security
• Configuring new PC’s/notebooks via imaging, SCCM and standalone
• Remote Install software/hardware and support
• Knowledge of basic networking concepts and Hands Eyes support
• Able to lift 45 pounds.

Other Qualifications:

• Deep understanding of computer hardware and software components.
• Experience navigating technical issues with a high level of customer service and empathy.
• Excellent verbal and written communication with the ability to tailor communication style to different audiences.
• Experience working in a dynamic, fast-paced environment.
• Shown success in team environments demonstrating shared responsibility and accountability.
• Strong analytical and problem solving ability.
• Good time management and organizational skills.

Work Environment:

• Office environment.
• Dress code: Business casual.