What are the responsibilities and job description for the Technical Support Specialist position at TriCom Technical Services?
Technical Support Specialist
Please note: This position will be mostly remote, but training will be in the office for the first 5-6 weeks, and they may need to come into the office occasionally; candidates must be in the Kansas City area.
Responsibilities
- Provide first-level technical support for computer software and hardware products and services.
- Respond to and diagnose problems through discussions with users including problem recognition, research, isolation, and resolution steps.
- Resolve basic to moderately complex problems while referring more complex problems to senior-level technicians.
- Assist users who inquire how to use specific software, email, or operating systems.
- Proactively use existing processes and tools (i.e., problem Management, Database, and help Desk Systems) to support office staff and equipment.
- Handle calls and tickets as the primary duty; may be asked to help with projects.
- Troubleshoot, repair, and deploy Windows 7/10, as well as some Apple products.
- Troubleshoot mobile devices (iPhone/iPad and Android).
- Troubleshoot network printers and multifunction devices.
- Troubleshoot Microsoft Office.
- Work daily with internal customers via phone and email, as well as occasional walk-ups.
- Accurately record all work and troubleshooting steps on tickets in the ServiceNow Ticketing System.
- Maintain a positive, professional attitude at all times.
Requirements
- 1-2 years of experience in a Microsoft Windows environment, handling Level-1 calls for desktop and laptop break/fix support.
- Experience using and troubleshooting Microsoft Office (O365).
- Experience using ticketing systems (ServiceNow preferred).
- Experience managing and troubleshooting Windows 7/10 workstations.
- Proficiency in managing and troubleshooting Microsoft desktop operating systems.
- Demonstrated superior customer service skills.
- Ability to document technical processes clearly.
- Working knowledge of Active Directory users and computers.
- Working knowledge of mobile devices including Android, iPhone, iPad, and Mac computers.
This is a 6 month Contract-for-Hire with our Kansas City, KS client. Low-cost employee benefits, paid time off, paid Holidays, and a 401(k) (with an immediately vested company match) are available with TriCom during the contract period. H-1B visa sponsorship is not available for this position. No third parties, please.