Technical Support Specialist (Mid-shift)

Essential Functions

• Provide technical software, hardware, and network problem resolution to customer end-users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment.
• Answering the Support phone, creating new or updating existing tickets, and responding to tickets assigned as appropriate.
• Clearly communicate technical solutions in a user-friendly professional manner and assist senior technicians as needed.
• Follow defined procedures and policies to resolve recurring issues.
• Escalate or involve senior technicians on more sensitive or complex end-user problems.
• Perform related work as required.

Competencies

• Technical Capacity
• Problem Solving/Analysis
• Communication Proficiency
• Team Player
• Work Independently
• Time Management

Physical Demands

• Regularly required to talk or hear.
• Frequently required to sit for long periods of time; stand; walk; use hands to type, handle or feel; and reach with hands and arms.
• Occasionally required to stoop, kneel, crouch, or crawl.
• Occasionally lift and move up to 25 pounds.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Position Type and Expected Hours of Work

• This is a full-time position.
• Hours of work: 3pm - 12am.
• Use of a personal mobile phone is required for work-related communication.

Travel

• Infrequent travel is expected for this position.