What are the responsibilities and job description for the Support Specialist position at JE Dunn?
The Support Specialist will provide support for the organization’s computer users. This position will be responsible for providing instructions to end users, repairing hardware and software malfunctions, and performing desktop system installations and upgrades. This position will also be responsible to document resolutions to known issues, mentoring less experienced technicians and act as an escalation path for complex issues.
- Autonomy & Decision-Making : Makes decisions on routine matters, provides recommendations to supervisor, and refers all exceptions to supervisor.
- Career Path : Senior Support Specialist
- Identifies, researches, and resolves end user inquiries related to PC, tablet, and telephony issues using phone and remote-control software, for those not resolved by Tier 1 Support Technicians.
- Delivers clear instructions on the correct usage of hardware and software systems during their deployment to Tier 1 Support Technicians.
- Serves as liaison between the manufacturer’s support representative, Support Technicians, and the end user.
- Administers technology systems including project management tools, collaboration tools, online meeting platforms, incident management platforms, and other relevant tools to ensure seamless and efficient operations.
- Facilitates knowledge management by generating Knowledge Base articles for Tier 2 support issues and conducts audits of all Knowledge Base articles submitted by Tier 1.
- Collaborates with third-party vendors to address issues beyond Tier 1 resolution capabilities as part of vendor management responsibilities.
- Function as the escalation point for Tier 1, providing mentorship and training to enhance the skills of Tier 1 technicians.
- Serves as a liaison between the Support group and other IT teams, facilitating collaboration. In cases where Tier 1 is unable to resolve issues, collaborate with other IT groups to ensure timely resolution.
- Assumes the role of Subject Matter Expert (SME) for intricate and technical applications within the environment, providing expertise and guidance as needed.
- Maintains the continuous enhancement of team members' knowledge by directing research into technical manuals and trade journals, and coordinating attendance at conferences and seminars to stay abreast of developments in hardware and software.
- Recommends solutions for packaging and troubleshooting programs for internal needs.
- Manages the investigation process and offers technical assistance or resolutions for issues by overseeing the examination of technical manuals, consulting with users, and conducting computer diagnostics.
- Contributes to overall knowledge building for user across the team and the company.
N / A
Associate’s degree in computer science or related field (Required)
5 years previous help desk or desktop experience (Preferred)
The benefits package aligned to this position is Professional Non-Union. Please click the link below for more details.
Why People Work Here
At JE Dunn we offer our employees an inspired place to enrich their life and the lives of those around them
Building on our rich history, our employee owners are shaping the future of JE Dunn. In our team-focused environment we do life together and are generously rewarded for our efforts
About JE Dunn
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Nearest Major Market : Kansas City
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