What are the responsibilities and job description for the Technology Support Specialist - Norfolk position at Norfolk Iron & Metal?
Technology Support Specialist | Norfolk, NE
The Technology Support Specialist is responsible for providing reliable and responsive technical support to employees across the organization. This role ensures that team members have the hardware, software, and system access they need to perform their jobs effectively.
Technology Support Specialists act as the front line of the technology organization, resolving day-to-day technical issues, assisting with device setup and maintenance, and helping users navigate company systems. This role also plays an important part in improving the overall employee technology experience by identifying recurring issues and working with the broader Technology team to implement long-term solutions.
Essential Functions & Job Responsibilities:
End User Technical Support
· Provide first-line technical support for employees experiencing hardware, software, or system access issues.
· Respond to support tickets and requests in a timely and professional manner.
· Troubleshoot and resolve issues related to laptops, desktops, printers, phones, tablets, and other workplace technology.
Hardware & Device Management
· Configure and deploy new employee devices including laptops, phones, and other equipment.
· Maintain an inventory of company hardware and track device assignments.
· Assist with hardware replacements, upgrades, and repairs.
User Access & Account Management
· Manage user accounts and system access permissions across company platforms.
· Assist with onboarding and offboarding technology setup for employees.
· Ensure access requests follow company security and governance policies.
System & Software Support
· Assist users with common software applications and internal systems.
· Support updates and upgrades to software platforms.
· Escalate more complex technical issues to infrastructure or engineering teams when necessary.
Documentation & Knowledge Sharing
· Maintain documentation for common technical issues and solutions.
· Contribute to internal knowledge bases and user guides.
· Help improve support processes by identifying recurring issues and recommending improvements.
Collaboration with the Technology Team
· Work closely with infrastructure and engineering teams when troubleshooting system issues.
· Support company technology initiatives such as new system rollouts or device refreshes.
· Provide feedback on end-user technology needs and pain points.
Required Skills & Abilities:
- Strong troubleshooting and problem-solving skills
- Good communication skills and ability to assist non-technical users
- Basic understanding of computer hardware, operating systems, and common business software
- Ability to manage multiple support requests and prioritize effectively
- Strong customer service mindset