What are the responsibilities and job description for the Technical Support Specialist position at Careerbuilder-US?
The Technical Support Specialist will provide second level technical and operational support for the installation, maintenance, documentation, and technical support of enterprise software applications and hardware.
Primary Responsibilities :
- Responsible for the setup, installation, maintenance, support, repair / replacement and physical moves of all company provided user hardware, including desktop PC systems, laptops, printers, multi-function devices, and scanners (with the exception of Telecom hardware).
- Conduct refresh / replacement project for all user hardware beyond its useful life expectancy.
- Support the setup, installation, maintenance, and repair / replacement of all company provided iPads for all Chesapeake and field associates that is performed by an outside contractor.
- Responsible for user software installation, removal, maintenance and support for all SSC and field users.
- Manage incidents and requests via ServiceNow to ensure service level agreements (SLA) are met.
- Document ServiceNow incidents and requests to provide accurate data for reporting.
- Assist with hardware and software products, including installation, testing, documentation and technical support for the applications programming, computer operations and enterprise end user communities.
- Analyze and resolve application and system problems quickly and efficiently; maintaining manual and automated documentation, procedures, etc. that support these tasks.
- Manage and perform on-going maintenance of hardware and software systems, utilizing internal and external resources.
- Identify cause and corrective actions for hardware / software problems at the enterprise, performing corrective action when necessary and placing service calls when appropriate.
- Perform 2nd Level operational and technical support, providing hands-on assistance to SSC and field users.
- Be proactive in recommending improvements in procedures that will increase the efficiency of the facility and staff members in regard to IT related technical issues and processes.
- Support the Remote IS Support Specialists working at all Distribution Centers with special technical requirements and assistance they may need from the SSC Technical Services Group.
- Provide hands-on technical support for all company meetings, including; board meetings, stockholder meetings, field user meetings and associate training sessions, both in the SSC and off-site locations.
- Work closely with the Facilities team in coordinating physical moves within departments requiring user equipment to be relocated.
Other Responsibilities :
Minimum Qualifications :
Experience :
Key Competencies :
Physical Requirements :
Must be able to lift and carry up to 50 pounds of IT devices to a height of 3-4 feet.
Must be able to bend, kneel, and sit properly to setup IT equipment under and on top of desks in offices and cubicles.
