Job Details
** IT Technical Support Specialist**
**Job Category****:** Information Technology **Requisition Number****:** ITTEC01413 Showing 1 location **Job Details**
**Description**
The IT Technical Support Specialist will provide technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Coverage includes remote users at other offices and home workers.
**Responsibilities:**
* Address user tickets regarding hardware, software, and networking
* Installing and configuring computer hardware, software, systems, networks, printers and scanners
* Troubleshoot and resolve issues with software or hardware
* Monitoring and maintaining computer systems and networks
* Ensure security and privacy of networks and computer systems
* Responding in a timely manner to service issues and requests
* Providing technical support across the company (this may be in person or over the phone)
* 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as cellphones, Laptops, PCs and Printers
* Ask targeted questions to diagnose problems
* Guide users with simple, step-by-step instructions
* Conduct remote troubleshooting
* Maintaining an Asset Database and track changes
* Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
* To maintain a high degree of customer service for all support queries and adhere to all service management principles
* Publishing support documentation to assist staff with requests for information & provide staff training if required
* Report customer feedback and potential product requests
* Help create technical documentation and manuals
**Skills**
* Proven work experience as a Desktop Support Specialist, Technical Support Engineer, or similar role
* Hands-on experience with Microsoft Windows environments
* Working knowledge of office automation products and computer peripherals, like printers and scanners
* Knowledge of network security practices and anti-virus programs
* Ability to perform remote troubleshooting and provide clear instructions
* Excellent problem-solving and multitasking skills
* Customer-oriented attitude
* Technical, logical thought process
* Problem solving skills
* Working knowledge and expertise with a variety of software, hardware and applications
**Requirements:**
* Excellent communication skills and telephone manner
* Excellent organizational skills
* 3 years previous IT Support Experience
* Incident Management experience Managing incidents including business expectations and communication
* You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
* Travel to remote offices/states required on occasion
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