Field User Support Specialist

Description

Job Summary

The goal of a Field User Support Specialist is to provide timely technical assistance to computer users. The specialist is a patient listener and clear communicator who can convey assurance to a client in a difficult situation. The specialist holds an essential role in sustaining our company's high standards and excellent reputation by providing our clients with a phenomenal support experience.

The Field User Support Specialist serves our clients as the initial point of contact, using active listening and asking targeted questions to effectively understand their needs and ensure the support team has the relevant information to take action and resolve the issue. Understanding the applicable client SLA (Service Level Agreement) and effectively communicating ETR (Estimated Time of Resolution) is essential in setting realistic expectations and achieving client satisfaction. 

What We Offer

•  Competitive compensation 
•  Medical, dental, and vision insurance 
•  401(k) Plan 
•  Short-term/long-term disability and life insurance 
•  Flexible PTO 
•  7 company-paid holidays and 1 floating holiday 
•  Employee Assistance Program (EAP) 

What You'll Own

• Resolve technical issues for users via telephone, electronically, or in-person.
• Pre-process service requests as they arrive via phone, manual entry, or direct client input.  
• Enter all work items as service requests in the ticketing system. 
• Answer user questions regarding computer hardware and software, printing, scanning, email, operating systems, and connectivity. 
• Use the ticketing system to record all technical issues, remedial actions, installation activities, and solutions. 
• Follow documented procedures in the technical knowledge base.  
• Perform remote troubleshooting through pertinent questions and diagnostic techniques. 
• Follow design or installation specifications to install and perform repairs to hardware, software, or peripheral equipment. 
• Set up equipment for user needs, performing or ensuring proper installation of cabling, operating systems, or appropriate software.
• Work towards resolution per the applied SLA within the budgeted timeframe and skillset. 
• Escalate advanced or unresolved tickets to the next level of support personnel or vendors. 
• Contribute to knowledge base training materials and procedures. Follow up with clients to ensure their systems are fully functional. 
• Other tasks as assigned by the supervisor.

Requirements

What We're Looking For 

Key Technical Skills:  

• Remote Troubleshooting – the skill to recognize the cause of a problem.  
• Technical Aptitude – a good understanding of computer operating systems, applications, peripheral devices (printers, scanners, etc.), mobile devices, and other technology. 
• Competent Typing Skills – the ability to listen and type quickly, using concise, clear language with polite and professional grammar.  

Competencies:  

• Technical capability.  
• Excellent verbal and written communication.  
• Client focus.  
• Thorough.  
• Eager to learn and adaptable.  
• Self-motivated.  
• Integrate well with Client Support Team.

Required:   

• High School Diploma or GED.   
• At least two years of relevant experience.   

Preferred:   

• Associate’s or technical degree in an IT discipline.  
• CompTIA A  

Reports To: 

• Advanced Managed Services Manager 

What to Expect

This role operates in a professional office environment. This role routinely uses standard office equipment and applications, including computers, phones, photocopiers, filing cabinets, and fax machines. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand, walk, use their hands, and reach with their hands and arms. The employee is occasionally required to sit, climb, balance, stoop, kneel, crouch, or crawl. The employee must frequently lift and move up to 10 pounds and occasionally lift and move up to 25 pounds. This job's specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.  

This role is required to work on client sites.

Equal Opportunity Employer 

Lockstep Technology Group is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.