What are the responsibilities and job description for the Technical Support Specialist position at Prairie Consulting Services?
This position is 100% on site in Allen, Texas. 1st week is training in Fort Worth, Texas.
$25.00 w-2 an hour
Must be able to pass a CJIS Background Check for all 50 states
Work experience in a public safety environment desired
Duties and Responsibilities:
- Install, configure, and troubleshoot the company's proprietary software with remote access to customer systems.
- Identify and resolve issues related to hardware equipment, such as laptops, servers, and IP cameras.
- Provide professional and courteous troubleshooting support via phone and email.
- Ensure accurate and timely setup of systems for customers.
- Provide phone support during regular business hours and be available for on-call support during off-hours.
- Monitor chat sessions and assist other team members as needed.
- Test systems to ensure proper functionality and performance.
- Adjust software or hardware configurations as necessary to ensure systems are functional based on the customer's environment.
- Adhere to department processes, procedures, and metrics for technical support roles.
- Maintain comprehensive logs of customer issues, interactions, and troubleshooting steps in the department ticketing system.
- Train customers on system use, including software, hardware, and installation procedures.
- Demonstrate strong time management skills while multi-tasking across various support requests.
- Assess the severity of technical issues and escalate them efficiently to appropriate teams.
- Maintain a strong work ethic and ensure high-quality service is delivered to all customers.
Basic Requirements:
- High School Diploma or equivalent.
- 2 years of technical troubleshooting experience or 2 years of customer service experience.
- Ability to obtain required background clearance for government customers.
- Experience with Networking (2 years preferred).
- Customer service experience (2 years preferred).
Skills/Requirements:
- Experience with Service Now.
- Proficiency in Google Suite.
- Familiarity with Bomgar.
- Strong knowledge of Windows operating systems.
Salary : $25 - $26
