Technical Support Specialist - Tier I

JOB SUMMARY

The Technical Support Specialist, Tier I position is an entry-level role within a supportive team of professionals dedicated to enhancing technical support capabilities. This role involves providing initial phone, chat, and email support.

JOB RESPONSIBILITIES

• Take and log calls
• Provide first line support and assistance over the telephone to accurately diagnose computer/software issues
• Fix if possible, or refer to tier 2 support engineers
• Occasional work includes hardware repair
• Installs, configures, and maintains computer workstation hardware, software, and peripheral equipment
• Professional interaction with AASC physicians/nurse practitioners and staff
• Respond to support desk requests and resolve issues as first contact or escalate internally
• Provide documentation of processes and solutions to enable team collaboration
• Updates support ticketing system
• Installs and configures computer workstation hardware, software, and peripheral equipment
• Collaborate with computer users to provide technical support and assist in resolving software and hardware problems
• Performs other tasks or assumes other responsibilities as may be assigned by immediate supervisor or higher.

REQUIREMENTS

• Some experience with or familiarity with computers
• Must have scheduling flexibility for after hours and weekend tasks/projects
• Skill in explaining technical concepts
• Able to effectively communicate verbally and in writing
• Able to work in a team and independently
• Self-motivated
• Work with other team members to ensure continuity and communication
• Must have excellent organizational, documentation, and communications skills with attention to details and follow up
• Must be able to work effectively under deadline pressures and environments with minimal supervision
• Must be able to effectively determine cause, effect, and solutions, in a timely manner, to various hardware and/or software problems
• Must be able to react to change in a productive, timely manner

QUALIFICATIONS

• 2 years of college minimum, preferred
• Friendly & easy communicator
• Able to work individually unsupervised, or as part of a team
• Good time-keeper
• Good listener
• Capable of following instructions

PHYSICAL REQUIREMENTS

• Physical demands are moderate
• Requires standing, walking, sitting, and kneeling for possibly extended periods of time
• Occasional lifting of items weighing approximately 30 to 50 pounds
• Vision and hearing must be correctable to normal range
• Must have manual dexterity and hand-eye coordination sufficient to provide moderate level of PC and IT network maintenance