Technical Support Specialist

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Job description

The Technical Support Specialist will serve as the primary point of contact for all support requests related to desktop and end-user computing, conference room A/V equipment, and junior system administration tasks.

This person will demonstrate strong customer service and communication skills and a passion for working with a wide range of technologies. They will possess exceptional analytical and troubleshooting skills and efficiently prioritize and resolve support requests while completing assigned project work to meet the needs of the business.

This position is also known in industry as Desktop Engineer, Helpdesk, Desktop Support Analyst, and End User Support Engineer.

Essential Duties and Responsibilities:
• Promptly respond to and resolve end-user support requests via the ticketing system, phone calls, and other intake channels
• Escalate requests and incidents with accurate documentation to other IT groups and technicians and liaise with third-party support and equipment vendors as required
• Install, configure, test, maintain, and troubleshoot end-user workstations, peripherals, conferencing equipment, printers, and end-user applications
• Analyze, diagnose, and resolve a wide variety of complex computer and IT service issues
• Provide after-hours on-call support
• Set up A/V equipment and video conferencing software and host all-company meetings while providing live event support
• Maintain inventory of all IT equipment and place orders according to policy
• Monitor and remediate endpoint antivirus alerts
• Provide group and one-on-one training for end-users to increase adoption and utilization of the organization's applications and technical services
• Perform junior system administrative tasks including adding/removing users, assigning rights and access, resetting passwords, etc.
• Assist with providing technical and procedural documentation for end-users as well as IT colleagues
• Serve as project lead or technical resource for IT projects including collaboration tool rollouts, process improvements, office moves, and technology improvements
• Perform other responsibilities and tasks as assigned

Education and Experience:
• Minimum of two years' experience providing end-user support in a fast-paced corporate environment
• B.S. in Information Systems or Computer Science
• Certifications such as A+, MCP, CCNA are desirable
• Excellent knowledge of Windows operating systems, especially Windows 10
• Extensive hands-on desktop OS and application support experience involving but not limited to the Windows 10 operating system, Outlook, other Microsoft Office products, softphones, etc.
• Hands-on hardware troubleshooting experience including laptops, desktops, conferencing equipment, printers, and peripherals; excellent working knowledge of PC components
• System administration experience with Active Directory Users and Computers, Office 365, cloud telephony and VoIP solutions such as RingCentral, and file-sharing services such as Box required
• Experience working with a range of diagnostic utilities including Windows task manager, performance monitor, event viewer, and command-line utilities
• Experience resolving issues related to Windows networking including IP addressing, DHCP, DNS, and network interface configuration
• Experience with computer imaging and package deployment solutions
Personal Attributes:
• Exceptional customer service orientation
• Ability to conduct research into and resolve a wide range of technical issues
• Eager to learn and implement new technologies
• Excellent listening skills; ability to quickly absorb and retain information
• Concisely communicates technical information in user-friendly language
• Highly self-motivated and directed
• High attention to detail and excellent observational skills
• Process-oriented approach to completing routine tasks
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in high-pressure situations
• Considers security best practices, business context, and other factors when executing tasks
• Excellent oral and written communication skills

- provided by Dice