Job Details
** IT Technical Support Specialist****Job Category****:** Information Technology
**Requisition Number****:** ITTEC01413
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**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**Qualifications****Skills****Behaviors****:****Motivations****:****Education****Experience****Licenses & Certifications**
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