Technical Support Specialist

Summary/Objective

A Technical Support Analyst is responsible to provide resolution to basic software issues among ES&S internal and external customers. This responsibility includes, but is not limited to, evaluating, troubleshooting and facilitating the resolution of the technical issues using documented processes and procedures via phone, email and online support tools. This role requires working flexible hours including being on call as needed.

Essential Duties and Responsibilities

• Facilitates issue resolution process from initial diagnosis, recommending correction process and follow up to ensure customer satisfaction.
• Certain issues may require assistance/advice from more experienced Analysts and SMEs to ensure issue resolution.
• Determine problem type (e.g. procedural, technical) in order to route issue, as necessary to appropriate subject matter experts.
• Utilize and contribute to knowledge database resources to provide best practices and recommendations for issue mitigation.
• Document and categorize technical support interactions into a knowledge repository database, which is utilized by internal resources for product and process enhancements.
• Collaborate with team members and cross departmental resources to share knowledge on impactful trends.

Qualifications

• Proficiency with software applications
• Network setup and troubleshooting
• Application Support role experience desirable (Windows based application knowledge)

Education

• Bachelor’s/Associate’s in Computer Related field desirable.

Experience

• 0 - 2 years’ experience in customer facing support role.

Competencies

• Customer communication skills (verbal and written)
• Technical capacity (e.g. Data analysis, Computer setup & configuration)
• Problem Solving/Analysis

Licenses/Certifications Required

• Technical certification preferred (Microsoft, Windows, and/or Networking)

Supervisory Responsibilities

This position has no supervisory responsibilities.

Work Environment

This job operates in a professional office environment which routinely uses standard office equipment such as computers, telephones, and photocopiers.