Technical Support Specialist

Essential Functions

• Provide technical software, hardware, and network problem resolution to customer end-users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment.
• Troubleshoot issues related to systems, networks, applications, etc.
• Answer the Support phone, create new or update existing tickets, and respond to tickets assigned as appropriate.
• Clearly communicate technical solutions in a user-friendly professional manner and assist senior technicians as needed.
• Follow defined procedures and policies to resolve recurring issues.
• Escalate or involve senior technicians on more sensitive or complex end-user problems.
• Perform related work as required.

Competencies

• Technical Capacity
• Problem Solving/Analysis
• Communication Proficiency
• Team Player
• Work Independently
• Time Management

Physical Demands

• Regularly required to talk or hear
• Frequently required to sit for long periods of time; stand; walk; use hands to type, handle or feel; and reach with hands and arms
• Occasionally required to stoop, kneel, crouch, or crawl
• Occasionally lift and move up to 25 pounds
• Close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus required

Work Environment

• This job operates in a professional office environment.
• This role routinely uses standard office equipment such as computers, phones, scanners, and copy machines.

Supervisory Responsibility

This position has no supervisory responsibility.

Position Type and Expected Hours of Work

• This is a full-time position.
• Hours of work and days are typically Monday through Friday in one of the following timeslots: 700 a.m. to 400 p.m., 800 a.m. to 500 p.m., or 900 a.m. to 600 p.m.
• Occasional deviations from these timeslots might be necessary depending on client or company needs.

Travel

• Occasional travel is expected for this position.