Technical Support Specialist (Local / Onsite)

Key Responsibilities

• Provide desktop support and other support functions in support of customers.
• Aid customers and escalate issues when necessary.

Technical Capabilities

• Problem Management (Novice): Demonstrates basic proficiency in incident tracking and problem reporting.
• Product Knowledge (Novice): Can identify and troubleshoot hardware, software, and user-related issues.
• Procedures (Novice): Utilizes help desk support tools to resolve routine hardware, application, and connectivity issues.

Core Accountabilities

• Organizational Impact: Performs routine tasks that may impact team performance with occasional guidance.
• Solving Routine Problems: Utilizes discretion and research to solve routine problems.
• Breadth of Knowledge: Applies knowledge of established processes and procedures to one's own job.
• Team Interaction: Provides guidance to entry-level co-workers.

Core Capabilities

• Supporting Colleagues: Develops self and others, builds and maintains relationships, and communicates effectively.
• Serving Others with Compassion: Invests time to understand problems and needs, and provides excellent service.
• Solving Complex Problems: Identifies and solves routine problems and raises concerns appropriately.
• Offering Meaningful Advice and Support: Listens carefully to understand issues and provides accurate information and support.
• Ensuring High Quality: Checks work quality before delivery and asks relevant questions to meet standards.
• Fulfilling Safety and Regulatory Requirements: Demonstrates basic knowledge of conditions affecting safety and reports unsafe conditions.
• Managing Resources Effectively: Takes responsibility for completing assigned activities, stewards organizational resources, and makes data-driven decisions.
• Fostering Innovation: Proposes/initiates ideas that enhance day-to-day operations, absorbs new technology quickly, and adapts to changes.

Position Qualifications

• Certifications: Not specified.
• Work Experience: 2 years of relevant experience.
• Education: Associate's degree.