What are the responsibilities and job description for the Technical Support Specialist (Hybrid) position at District Partners LLC?
We are currently seeking a qualified candidate to fill this role, responsible for resolving incoming requests from customers experiencing issues with hardware, software, networking, and other computer-related technologies in accordance with service level agreements.
Key Responsibilities :
- Analyze and resolve technical problems based on shifting priorities, time constraints, and available resources, while accurately documenting resolutions in the call tracking system.
- Effectively log all support requests into the Service Desk ticketing system and escalate issues to the appropriate internal or external support personnel when necessary.
- Monitor support activities and provide updates to the team / management regarding any emerging trends, whether positive or negative, related to incoming support requests and applied solutions.
- Diagnose and troubleshoot hardware failures and system issues using diagnostic tools and established procedures.
- Install, configure, test, maintain, and troubleshoot customer workstations and associated hardware / software to meet service requirements.
- Stay current with relevant products, support policies, and best practices for delivering technical support.
- Participate in special projects as assigned.
- Evaluate and test new technology solutions to ensure their effectiveness.
- Provide exemplary client service and maintain professionalism in all interactions.
- Continuously enhance technical skills through self-learning, research, and participation in training programs.
- Improve client service by executing support requests diligently and thoughtfully.
- Participate in an after-hours on-call rotation, providing 24 / 7 technical support as required.
Qualifications :
