What are the responsibilities and job description for the Technical Support Specialist 2 position at Garmin?
Overview
We are seeking a full-time Technical Support Specialist 2 at Garmin's U.S. headquarters in the Greater Kansas City area. In this role, you will be responsible for providing first and second level support to end users and responding to their needs and/or alerts through moderately complex troubleshooting, resolution or escalation steps.
Essential Functions
This position is eligible for Garmin's benefit program. Details can be found here: Garmin Benefits
We are seeking a full-time Technical Support Specialist 2 at Garmin's U.S. headquarters in the Greater Kansas City area. In this role, you will be responsible for providing first and second level support to end users and responding to their needs and/or alerts through moderately complex troubleshooting, resolution or escalation steps.
Essential Functions
- Install and maintain desktop technologies (Desktops, Laptops, Phones, Monitors, Printers, etc.) and assist with network printer system maintenance
- Research, resolve, and respond to questions received via telephone calls, e-mail, walk-ups, and callbacks in a timely manner among company sites, in accordance with current procedures to ensure distribution of knowledge and positive impact on user satisfaction
- Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers
- Monitor conference room performance and maintenance schedule
- Manage and implement initiatives or change controls
- Make recommendations for component level improvements
- Identify interdependencies in system and application components
- Create work instructions and knowledge articles
- Demonstrate proficient use and knowledge of standards and procedures
- Provide reliable solutions to a variety of problems using sound problem solving techniques including performing root cause analysis and identification of corrective action for given problems
- Serve as a mentor to less experienced IT Specialists (IT Specialist 1)
- Responsible for working after hours in an “on call” capacity based on a rotation shared by the Help Desk and Technical Support Specialist teams
- High School Diploma or GED AND coursework towards completion of a degree OR a minimum of 4 years IT or technical experience
- Excellent academics (cumulative GPA greater than or equal to 3.0 as a general rule)
- Demonstrates moderate familiarity with asset, service, monitoring, and documentation tools as well as troubleshooting and research tools
- Demonstrated strong and effective verbal, written, and interpersonal communication skills
- Outstanding academics (cumulative GPA greater than or equal to 3.5)
This position is eligible for Garmin's benefit program. Details can be found here: Garmin Benefits