Technology Support Specialist

Job Title: Technology Support Specialist II

Industry Sector: IT Services

Experience Level: Mid Level

Job Location: Portland, Oregon

Job Summary:

Our team's primary objective is to ensure our clients are exceptionally satisfied. The Technology Support Specialist II is vital to achieving this goal.

This role involves managing escalated support requests, whether remotely or on-site, particularly those beyond the scope of the Technology Support Specialist I. Additionally, the Technology Support Specialist II takes on projects that require both remote and on-site implementation.

When necessary, the Technology Support Specialist II can seek assistance from or escalate issues to other team members.

Key Responsibilities:

• Work and resolve escalated Helpdesk tickets
• Delight our Clients with a friendly, quick, and helpful experience
• Provide the Client with advanced remote and on-site troubleshooting and support
• Provide the Client with on-site installation and removal of equipment
• Use of our Ticketing System to work on and resolve helpdesk tickets and service requests
• Managing and recording all work through our ticketing system
• Ensuring Client Documentation is well-maintained
• Verifying tickets remain active throughout the ticket process
• Maintain knowledge base and support documentation for applications and systems
• Monitor operations in the department
• Support for all end-user devices including telephones, mobile devices, and software upgrades for Windows, MS Office, internet browsers, and other applications
• Review regularly scheduled/automated actions as indicated by our processes
• Provide additional resources to help deliver projects either on-site or remotely
• Escalate tickets that require level III specialist support
• Communicate to the client the status of their ticket every step of the way
• Interact and coordinate with various vendors
• Undertake other duties as required by the Service Manager
• Identify, communicate, and mitigate potential risks to the Service Manager and Clients

Desired Skills:

• An understanding of support tools, techniques, and how technology is used to provide services
• Strong understanding of operating systems, business applications, printing systems, and network systems
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an amazing Client Experience
• Knowledge of IT Applications, Software, and Hardware
• Valid Drivers Licenses

Are you the right fit? We're searching for...

• No Eeyores!
• Someone with a love of (and ability to) solve problems and challenges
• The ability to speak both Geek and Human
• Great communication skills, founded in being a good listener
• A true go-getter
• A team player