Technical Support Specialist

JOB SUMMARY:

Under the direction of the Technical Support Supervisor, is responsible for providing hardware and software technical support for end-user computers and peripherals. This position is distinguished from the Desktop Support Technician by the increased level of troubleshooting activities, and the skills/training required. This position is classified as non-exempt from the overtime provisions of the Fair Labor Standards Act.

ESSENTIAL DUTIES:

• Provides desktop application, computer, and peripherals support.
• Performs Service Desk functions including receiving, documenting, processing, and following user requests to completion.
• Maintains desktop and virtual computers, laptops, mobile devices, and peripherals.
• Trains users to work with new computer hardware or software and holds training sessions as needed.
• Evaluates new technologies and applications for implementation and prepares subsequent recommendations for evaluation by the Technical Support Supervisor.
• Assists with software and hardware license compliance.
• Tracks inventory and software asset use.
• Assists with ensuring data and network security.
• Assists with and maintains detailed documentation of workflows, procedures, software, and hardware.
• Completes special projects as assigned.
• Performs other duties of a similar nature/level.

MINIMUM QUALIFICATIONS:

• Associate’s degree in Computer Science, or a related field from an accredited college or university, or an equivalent combination of education, training, and experience.
• Two years of direct, verifiable, and related work experience. Direct experience must be sufficient to successfully perform the essential duties of the job.
• Valid Florida driver’s license.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Knowledge of Information Technology Infrastructure Library (ITIL) framework.
• Knowledge of CompTIA A certification and practices.
• Knowledge of Service Desk ticketing systems.
• Knowledge of data security practices.
• Skill in Microsoft operating systems.
• Skill in Microsoft applications such as Office, SharePoint, Outlook, and SCCM.
• Skill in troubleshooting and maintaining computer hardware and peripherals such as printers, scanners, cashiering systems, barcode scanners, and UPS equipment.
• Skill in training methods, techniques, and presentations.
• Skill in troubleshooting and resolving technical issues.
• Skill in organizing and prioritizing work.
• Skill in the operation of computer software and hardware sufficient to enter, retrieve, and manipulate data.
• Ability to use critical thinking in problem-solving.
• Ability to fluently read, interpret, speak, write, and understand the English Language.
• Ability to interact professionally and maintain effective working relationships with superiors, co-workers, customers, and others.

PHYSICAL ACTIVITIES:

• Climbing, Stooping, Kneeling, Crouching, Crawling, Reaching, Standing, Walking, Pushing, Pulling, Lifting, Fingering, Grasping, Feeling, Talking, Hearing, Carrying, Repetitive motions.

PHYSICAL REQUIREMENTS:

• Heavy work: Exerting up to 100 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects. Physical demand requirements are in excess of those for Medium Work.

VISUAL ACUITY:

• The worker is required to have close visual acuity to perform an activity, at distances close to the eyes, such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; using measurement devices; and assembly of parts.
• The worker is required to have visual acuity to operate motor vehicles (when required).
• The worker is required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned.

This position description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

This position description has excluded the marginal functions of the position that are incidental to the performance of essential job duties. All duties and responsibilities are essential job functions. Requirements are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, and abilities.

Job Type: Full-time

Pay: $50,115.00 - $90,207.00 per year

Work Location: In person

Salary : $50,115 - $90,207