What are the responsibilities and job description for the Technical Support Specialist position at Pomeroy?
Job Description
III. POSITION SUMMARY
- Responds to and diagnoses service issues through discussions with users and is responsible for leveraging resources across all levels of the organization
- Provide technical support to the user devices (Laptops, PCs, printers).
- Provide technical support to the shop floor devices (PCs, handhelds, label printers, printers).
- Provide support to critical meetings.
- Responsible for the good deployment of the IT standards on hardware, software and processes.
IV. RESPONSIBILITIES
- Follows procedures in documenting customer issues, troubleshooting steps and resolution in the call tracking tool
- Diagnoses customer issues and assigns appropriate support, if outside scope of support
- Resolves issues and/or ensures resolution of issues
- Promotes customer relations in tune with company plans and policies
- Installs and maintains hardware and software
- Works with next level of support for the resolution of issues
- Conveys customers’ perspective to project teams responsible for newly implemented products and existing product enhancements.
V. REQUIREMENTS
Education
Associates or Bachelor’s Degree preferred in a business/technical discipline, related vocational training, or related certification program or equivalent experience of 5-7 years related professional experience
Experience
- 1-3 years related professional experience
- Experience working on Windows 7, Windows 10 based devices
- Experience working with Office tools
- Knowledge on handhelds
- Experience supporting Engineering software (AutoCAD, Mechanical Desktop, etc.)
Language Skills
- English (fluency in reading, writing and speaking)
Certifications
- CompTIA A (Preferred)
Additional Skills
- Excellent interpersonal relationship
- Understanding in the support to Executive
- Ability to monitor workload and prioritize call tickets
- Installing and maintaining customer equipment and/or software
- Troubleshooting customer problems at customer’s desk
- Diagnosing, resolving and/or escalating problems
- Interfacing with other groups to resolve problems and close issues
- Assisting in data gathering and problem analyses
- Performing the most advanced level of troubleshooting
- Training/mentoring other associates and/or customers
VII. CORE COMPETENCIES
- Excellent customer service skills
- Excellent troubleshooting and problem solving skills
- Excellent disposition to work with standards and follow processes
- Ability to effectively relate technical information to non-technical users
- Effective team player
- Excellent oral and written communication skills
- Work with problems of moderate scope and complexity where analysis of the data requires an evaluation of identifiable factors in situations that may present some new material
- Exercises judgment within broadly defined practices and procedures. Most answers are available, but confers with manager in the event they are not available.