Technical Support Specialist

Job Purpose :

On a daily basis, the Technical Support Specialist will provide technical assistance and answers to user’s questions, assisting users by troubleshooting problems with computer hardware or software.

Responsibilities: 

• Identifies, investigates, and resolves users’ problems with computer software and hardware
• Fields tickets, support calls, chat, email, and/or other communication from users with inquiries regarding execute with accuracy.
• software programming, connectivity, printing, and similar concerns. Ability to prioritize user requests and
• Consults with users to determine steps and procedures taken to identify and resolve the problem. Applies
• knowledge of computer software, hardware, and procedures to solve problems
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and
• software and/or following verbal instructions
• Provides first line support, maintenance and troubleshooting for AV equipment
• Deploys and supports devices and peripherals such as iPhones, iPads, etc.
• Installs and updates software and operating systems
• Provides hardware repairs and upgrades, as needed, including installing replacement hard drives, upgrading
• memory or peripheral cards, replacement of printer assemblies, etc.
• Collaborates with other staff to research and resolve problems
• Maintains knowledge of technology innovations and trends
• Performs other related duties as assigned

Qualifications:

• • Bachelor’s degree in Computer Science or related field preferred
  • At least one year of experience in customer technical support in a corporate environment
  • Experience and proficiency with:
    • ▪  Active Directory, Windows 10, Microsoft Teams, OneDrive, Office 365
    • ▪  Hardware and software installation and configuration
    • ▪  Projectors, desktop printers and multifunction printers
    • ▪  Mobile devices such as iPads, iPhones etc.
  • Functional understanding of TCP/IP and local area networking
  • Basic knowledge in LAN, WAN, and general networking concepts
  • Ability to:
    • ▪  Prioritize tasks and work under pressure to meet simultaneous deadlines
    • ▪  Respond promptly to correspondence on the telephone, MSTeams, or Outlook
    • ▪  Explain technical issues to technical and non technical employees at all levels of the organization
    • ▪  Work independently as well as part of a team

▪ Learn quickly and adapt to changing technologies

▪ Take initiative, be resourceful to improve processes or end user productivity

• • • Excellent organizational skills, extensive attention to detail
    • Strong verbal and written communication skills
    • Excellent interpersonal and customer service skills
    • Strong analytical and problem-solving skills

Working Conditions:

• Physical dexterity and visual acuity to work with small parts
• Prolonged periods of standing at times
• Lifting, bending and moving computer towers, monitors, printers, and other related equipment as needed
• Must be able to lift up to 20 pounds at times
• This position is temporarily remote due to Covid, and will eventually transition to full time at the client's  workplace at Boston, MA office