Technical Support Specialist

Technical Support Specialist

X-Bow is looking for a Technical Support Specialist with a strong knowledge in management and staging of enterprise IT equipment.

This position is also responsible for first level troubleshooting on IT support tickets, deploying corporate laptops and accounts, and mobile device management enrollment of PCs, mac, iOS and Android devices.

This position will support the asset management program, including tracking and assigning assets to employees, updating and cataloging inventory, and device life cycles.

Job Responsibilities:

• Installs, modifies, and makes minor repairs to computer hardware and software systems.
• Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
• Maintains system functionality by testing computer components.
• Helps design and implement networks.
• Consults with users to determine appropriate hardware and software needs and assists in placing orders.
• Maximizes computer systems capabilities by studying technical applications and making recommendations.
• Tests compatibility of new programs with existing ones.
• Gathers data to identify and evaluate technical purchasing options.
• Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
• Evaluates vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
• Installs software and necessary applications for workflow.
• Trains users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
• Maintains system capability by testing computer components.
• Documents hardware and software updates.
• Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
• Prepares reference material for users by drafting operation instructions

Qualifications/Skills:

• Microsoft Intune experience or other MDM platforms.
• Microsoft Office 365 account creation and license management.
• Excellent problem-solving and troubleshooting skills.
• The ability to communicate technical information in an accessible manner to non-technical employees.
• A process improvement mindset.
• Software maintenance and testing capability.
• Vendor relations.
• Basic knowledge of networking principles and operating systems.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Customer-service focus.
• Collaborative mindset.
• Hands-on problem-solving ability.
• Knowledge of script languages such as PowerShell

Preferred experience with Microsoft Intune.