Technical Support Specialist

Job Title

Installs, modifies, and makes repairs to personal computer hardware and software systems, and provides technical assistance and training to system users by performing the following duties. Will also be required to travel, approx 20% travel time.

Responsibilities

Job Responsibilities

1. Provides first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues. Builds rapport and elicits problem details from service desk customers.
2. Prioritizes incidents and service requests according to defined processes to meet defined service level agreements (SLAs).
3. Escalates incidents with accurate documentation to suitable technician, when required.
4. Records, tracks, and documents the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
5. Troubleshoots and diagnoses malfunctioning equipment. Researches solutions through internal and external knowledge base as needed.
6. Performs hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined. Tests fixes to ensure an incident has been adequately resolved.
7. Performs preventative physical, including checking and cleaning of workstations, printers, and peripherals, and technical maintenance, such as regular network and software upgrades.
8. Develops help sheets and FAQ lists for end users. Contributes to technician knowledge base as needed. Supports manufacturing environment IT related hardware.
9. Identifies areas and provides suggestions for continual improvement.
10. Performs other duties as assigned.

Job Skills Requirements

• Knowledge of basic computer hardware, including desktop or laptop workstation setups, component replacement such as hard drives, video cards, power supplies or memory.
• Experience with desktop operating systems, including Windows 11.
• Application support experience with Microsoft Office.
• Working knowledge of a range of diagnostic utilities, including Process Explorer and Microsoft Sysinternals.
• Strong written and oral communication skills.
• Strong interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.

Qualifications

Educational Requirements• Associate's degree in relevant field, or equivalent experience.

Experience Requirements• One year of experience in technical support