Technical Support Specialist III (USI4)

Responsibilities

• Provides expert-level troubleshooting and technical support.
• Manage service request calls via the ticketing system, telephone, remote access, and desk side visits to ensure courteous, timely, and effective resolution of employee issues.
• Diagnose, configure, install, and support desktop computers, laptops, printers, monitors, peripherals, client-side applications, and operating systems.
• Aid service desk supervisor in reviewing, and assigning service request tickets to team members, and oversees progress to ensure Service Level Agreements (SLA) are met.
• Analyze the incident management system data to determine patterns of issues or problems; research solutions and develop recommendations to resolve or escalate to others for further analysis.
• Test all work and involves the customers in acceptance testing to ensure their systems are fully functional and their needs have been met.
• Adhere to change management processes, and proactively assesses, and executes changes to technology infrastructures that enhance overall system functionality, stability, and performance.
• Communicate technical information clearly and effectively over the phone, in person, and in writing to employees.
• Research and provide support for escalated calls from other Technical Support Specialist team members and other IT support staff.
• Provide training and mentoring to technical support specialist team members and others in and across departments as needed.
• Create and maintain updated knowledge-based articles in the document repository and contribute to the service desk standard operating procedures and training documents.
• Assist employees with audio/visual conferencing activities; this includes conference room setup and tear downs, maintenance and troubleshooting of AV equipment and schedules service calls.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Minimum 5 years of experience in a technical support role, including at least 2 years of experience in a managerial capacity.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Proficient in Microsoft Office Suite and familiar with ITIL best practices.
• Ability to work independently and as part of a team.