Technical Support Specialist

JOB DESCRIPTION 

Job Title: Technical Support Specialist Department:  Information Technology (IT)  

Reports To: Director of IT Status:  Full Time (40 hrs/wk), Non-Exempt 

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.

Qualification and Skill Requirements:

• 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.

Education and Experience Requirements:

• 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)

Disclaimer:  The above job description is not a contractual or binding document; it is provided as a guide to the types of duties required to be undertaken.  Duties may vary from time and this description is subject to review.  Modifications will be made as needed to support changes in the business climate and requirement.