Technical Support Specialist

About the role

The Technical Support Specialist at SERCO of Texas provides technical support for daily computer operations while delivering exceptional customer service to end users. Working under general supervision, this role ensures that SERCO of Texas employees have the technology, systems, and technical assistance needed to perform their job duties efficiently.

Responsibilities

• Provide technical assistance and support related to computer systems, hardware, and software in a help desk environment
• Set up computers and office equipment for employees, including installing standard software and ensuring proper cable connections
• Assist users in resolving common hardware, software, and network connectivity issues
• Troubleshoot and resolve common software problems and determine when escalation is required
• Monitor and manage the help desk ticketing system
• Respond to support requests in a timely manner
• Accurately document problems and resolutions within the ticketing system
• Collaborate with team members to resolve technical issues
• Diagnose and troubleshoot hardware failures
• Maintain computer peripheral equipment such as printers, scanners, and projectors
• Perform routine preventative maintenance to reduce system outages and failures
• Train users on effective use of computer systems and related components
• Ensure compliance with privacy, security, and data protection standards
• Perform related duties as assigned

Requirements

• High School Diploma or GED required
• One to three years of experience in computer hardware diagnostics or a related field (preferred)
• Hands-on experience with LAN/WAN network (preferred)
• Valid Texas Driver’s License
• Maintain automobile liability insurance as required by the State of Texas
• Access to reliable transportation to complete required home visits

Skills

• Ability to work effectively with personnel at all organizational levels, including managers and executives
• Strong communication skills (in person, by phone, virtually, and via email)
• Strong teamwork skills with a reliable and dependable work ethic
• Willingness to contribute to various projects as needed
• Ability to troubleshoot and resolve hardware and software issues impacting productivity
• Ability to assess incoming requests and prioritize tasks in a fast-paced, high-pressure environment
• Knowledge of current technology and ability to quickly learn new software
• Knowledge of computer operations, information systems, and computer hardware and software principles
• Skill in computer support and troubleshooting information systems
• Ability to operate information technology systems effectively
• Strong verbal and written communication skills
• Effective time management and organizational skills
• Ability to multitask and manage competing priorities
• Strong critical thinking and problem-solving skills
• Ability to analyze issues and develop creative solutions to complex technical problems

Preferred Qualifications

• Certificate or Associate’s degree in a relevant field (preferred)
• Knowledge of computer and IT systems, internet security, and data privacy principles

Physical Demands and Work Environment

• Ability to stand, walk, or sit for extended periods of time
• Ability to drive for extended periods of time
• May involve lifting, carrying, or moving equipment
• Ability to set up display or presentation areas as required
• Fast-paced work environment
• Physically and mentally demanding at times
• Requires constant communication with staff, clients, and stakeholders