Technical Support Specialist

Position Summary: The Technical Support Specialist will provide technical assistance and answers to users’ questions, assisting users by troubleshooting problems with computer hardware or software. Essential Duties and Responsibilities:

• Identifies, investigates, and resolves users’ problems with computer software and hardware.
• Fields support calls, chats, emails, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
• Consults with users to determine steps and procedures taken to identify and resolve the problem.
• Applies knowledge of computer software, hardware, and procedures to resolve problems.
• Guide users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
• Collaborate with team to research and resolve problems.
• Collaborate with programmers to explain errors and/or recommend modifications in programs.
• Arrange service by software or hardware vendors to repair or replace defective products.
• Available after business hours for on-call rotation to provide end user support via remote access.
• Maintains knowledge of technology innovations and trends.
• Comply with company policies and procedures (to include all IT required security and privacy policies and procedures), client standards and all applicable federal, state, and regulatory laws.
• Perform other duties as assigned.

Do you have experience in Windows?, Do you have a High school diploma or GED?, * Excellent verbal and written communication skills.

• Outstanding interpersonal and customer service skills.
• Professional and pleasant telephone manners.
• High degree of integrity and discretion.
• Ability to explain technical issues to technical and nontechnical employees, customers, and vendors.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office365 or related software.
• Proficient with or the ability to quickly learn an array of computer hardware and software.
• Working knowledge of VPNs, Microsoft SQL, Microsoft Exchange, Windows PowerShell/scripting/task automation.
• Able to manage multiple simultaneous assigned tasks with minimal supervision.
• Excellent organizational skills and attention to detail., * High School diploma and equivalent experience required.
• A bachelor’s degree in computer science or related technology field preferred.
• At least 3 years of relevant experience in a customer focused position involving technical knowledge of a company’s products and services highly preferred.

Physical / Mental Requirements:

• Home workspace must be quiet and distraction free.
• Prolonged periods sitting at a desk and working on a computer.
• Dual hand dexterity / repetitive use of hands 80% of the time (typing on computer and utilizing telephone)
• Ability to speak proper English grammar and use proper telephone etiquette.
• Ability to hear.
• Simple/light grasping required of both hands 80% of the time.
• Typical noise level for work environment (moderate noise)
• Close vision required (clear vision on 15 inch or larger computer monitors)