Technical Support Specialist

Summary

Supports the user community by diagnosing and resolving network, workstation, and software problems. Represents the first point of contact with the IT department for prompt resolution of technical issues. Executes network and system administration tasks in support of the Information Technology department. Identifies and recommends initiative-taking solutions to minimize common technical problems. Maintains the network infrastructure following procedures established by Management and Company SOP’s.

Responsibilities

• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, email, and personnel requests for technical support.
• Provides 1st and 2nd Tier technical support to end users on a variety of issues.
• Provides on-call response to off-duty hours issues and network problems.
• Tracks and monitors the problem to ensure a timely resolution.
• Accurately accounts for time related to problem resolution.
• Maintains issue log to identify recurring problems.
• Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and computer peripherals.
• Works with other Information Technology members to resolve Tier 3 issues to build understanding and prevent future need for escalation.
• Performs initial IQ/OQ (Installation Qualification/Operational Qualification) for all new PCs and laptops.
• Installs, configures, and patches all PC and laptop software in accordance with validated systems procedures.
• Assists with asset tracking and software license management.
• Installs new software releases, system upgrades, and patches to enterprise and server software.
• Supports the IT Manager and Systems Administrator in all necessary administration of all applications and network infrastructure.
• Maintains data files and monitors system configuration to ensure data integrity.
• Implements file and printer shared resources.
• Supports and maintains user account information including rights, security, and systems groups.
• Documents, maintains, upgrades, or replaces hardware and software systems.
• Assists in configuration and deployment of new workstation and infrastructure hardware.

Qualifications

• Associate degree (AS) or current enrollment in bachelor's program (B.S. /B. A.) in Computer Science and 1-2 years related experience preferred.
• Experience as a PC Technician / Help Desk Technician, Preferred.
• Excellent problem solving, communication and people skills; demonstrates high-level customer service and the ability to work in a team environment.
• Understands and acknowledges confidentiality issues surrounding company information and will not view or share information that is restricted for others use/viewing only.
• Utilizes a high degree of ethical restraint in the use of network administration powers and access privileges.
• Familiar with Windows Networks, Active Directory, VMware ESX, ISCI SAN, TCP/IP Protocol, 802.11 protocols, IPSEC protocol, VLAN’s, Wireless Networking, Exchange, and Microsoft Office products.