Specialist, Technical Support

This position will report directly to the IT Operations Manager and will be responsible for supporting the technology needs of internal staff and office setup; providing remote and onsite support to users. The Technical Support Specialist will apply proven problem solving, customer service, and communication skills to help identify, communicate, and resolve end user issues. The Specialist will also install Windows operating system, Microsoft office products, antivirus and other software on the employee PCs and laptops, This position will report directly to the IT Operations Manager and will be responsible for supporting the technology needs of internal staff and office setup; providing remote and onsite support to users. The Technical Support Specialist will apply proven problem solving, customer service, and communication skills to help identify, communicate, and resolve end user issues. The Specialist will also install Windows operating system, Microsoft office products, antivirus and other software on the employee PCs and laptops., * Travel within assigned area

• Provide desk side support for hands on issues
• Provide phone support to users
• Ability to Install Windows, antivirus, and drive encryption
• Respond to requests and incidents by phone, email, support queue, on-site visits, or remote-control sessions
• Track and log all requests for service into ticket tracking DB
• Respond to end user within specified response SLA
• Resolve incidents and service requests within the required SLA
• Perform problem resolution research and document solutions
• Perform Board-Room presentation setups
• Replace failed phones, printers, network cables, desktops, and laptops
• Assist with company-based software/hardware deployments
• Maintain and track hardware inventory.
• Image laptops and desktops
• Setup/provisioning of new hire equipment
• Assist in LAN/WAN operations; including setup, support, documentation
• Coordinate office/cubicle setup and moves
• Monitor and implement company policies, procedures, and standards to ensure compliance is met with respect to data security, hacking prevention, and protection of personal information data
• Ability to handle job stress, interact effectively with others in the workplace, and act with honesty and composure in public
• Other duties as required

Do you have experience in Technical writing?, * 1-3 Years of experience in an IT support environment.

• Familiar with IT Service Management.
• Experience supporting Windows operating systems
• Familiarity with remote desktop support tools
• Operational knowledge of networking, telephone, and infrastructure concepts
• Advanced software and hardware technical skills
• A+ Certification & ITIL Foundations Certification is a plus, * Flexibility in work schedule - must be able to work overtime when needed and participate in on call rotation.
• Strong organizational skills, ability to prioritize tasks
• Ability to work with minimal supervision
• Ability to deliver outstanding customer service
• Strong attention to detail; ability to document problems and solutions
• Ability to work both independently and within a team environment
• Ability to communicate clearly and concisely, both orally and in writing
• Exhibit a high level of professionalism and excellent interpersonal skills
• Strong relationship-building ability, proactive, results-oriented, and resourceful
• Ability to meet deadlines without compromising accuracy, excellent product quality and attention to detail, Adaptability - Maintaining effectiveness in varying environments and with different tasks, responsibilities, and people.

Communication - Expressing ideas effectively in individual and group situations (including nonverbal communication); adjusting language or terminology to the characteristics and needs of the audience. Good listening skills.

Compassion - The responsibility to put a patient's or person's interests first, including the duty not to harm, deliver proper care, and maintain confidentiality.

Compliance - Employee has satisfactory completed employers required compliance training.

Employee is able to demonstrate an understanding of employers Code of Conduct.

Dependability - Meets commitments, deliverables, deadlines, work independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements.

Follow up - Establishing procedures to monitor the results of delegations, assignments, or projects; taking into consideration the skills, knowledge, and experience of the assigned individual and characteristics of the assignment or project.

Initiative - Making active attempts to influence events to achieve goals; self-starting rather than accepting passively; taking action to achieve goals beyond what is required; being proactive. Practices self-development.

Integrity - Maintaining and promoting social, ethical, and organizational norms is conducting internal and external business activities.

Patient Service Orientation - Proactively developing patient/customer relations by making efforts to listen and understand the customer and their needs (both internal and external); anticipating and providing solutions to customer needs; giving high priority to patient/customer satisfaction. Ensures appropriate follow up and is their advocate in determining solutions. The employee uses a variety of communication techniques to effectively express thoughts and ideas and to understand or influence.

Practical Learning - Assimilating and applying, in a timely manner, new job-related information that may vary in complexity.

Quality Orientation/ Attention to detail - Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.

Results Driven& Execution - Accountable for meeting or exceeding individual and/or department goals and objectives. Committed to producing results that will achieve company objectives. Sets priorities and organizes time to meet or exceed goals, follows up, and takes personal responsibility for results whether they are positive or negative. Team work/ Collaboration - Working effectively with team/work group or those outside formal line of authority (e.g., peers, senior managers) to accomplish organizational goals; taking actions that respect the needs and contributions of others; contributing to and accepting the consensus; subordinating own objectives to the objectives of the organization or team. Listens to others and values opinions.

Technological /Professional knowledge - Having achieved a satisfactory level of technical and professional skills/knowledge in job-related areas; keeping abreast of current developments and trends in area of expertise.

Work Standards - Setting high goals or standards of performance for self, direct reports, others, and the organization; being dissatisfied with average performance; self-imposing standards of excellence rather than having standards imposed by others., To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

To perform this job successfully, an individual should have advanced knowledge of Windows operating systems; familiarity with remote desktop support tools; operational knowledge of networking, telephone, and infrastructure concepts.