IT Technical Support Specialist- Athens TN

SUMMARY

Provides fast and useful technical assistance on computer, network and cloud based systems. Answers queries on basic technical issues and offers advice to solve them. Have good technical knowledge,with the ability to communicate etffectively to understand the problem and explain its solution. Customer-oriented and patient to deal with difficult customers. Creates value for clients that will help preserve the company’s reputation and business.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• Proven experience as a help desk technician or other customer support role.
• Tech-savvy with working knowledge of office automation products, desktop/laptop, iPad management and remote control of systems used in the field / store environment.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English, ability to dialog and breakdown the tech to users.
• Ability to multi-task and adapt to evolving situations.
• Excellent communication skills.
• Customer-oriented and calm under pressure.
• Degree in Computer Science or a relevant field preferred; equivalent experience considered.

Preferred Knowledge and Skills

• Familiarity with Microsoft Office 365 / Azure.
• Experience with SharePoint.
• Proficiency in Outlook.
• Knowledge of Service Desk or similar ticketing systems.
• Supporting MDM tools of iPad and Android devices.
• Understanding of asset management.
• Experience with reporting platforms.
• Basic knowledge of SQL applications.
• Understanding of basic network concepts, including Ethernet, WiFi, and cellular networks.
• Experience with Voice over IP (VoIP) solutions.

Essential Duties and Responsibilities

• Technical Support: Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Communication: Respond to queries in person, via Teams/Zoom, or over the phone, ensuring prompt and effective resolution.
• User Training: Train computer users on system functionalities, best practices, and troubleshooting methods.
• System Maintenance: Maintain the daily performance of computer systems, ensuring smooth and efficient operations.
• Hardware/Software Management: Install, modify, and repair computer hardware and software to meet user and system requirements.
• System Cleanup: Perform regular cleanup and maintenance of computers and POS systems to enhance performance and security.
• Diagnostics and Compliance: Run diagnostic programs to resolve issues, particularly for Cyber compliance, ensuring all systems adhere to security protocols.
• Network Troubleshooting: Resolve technical problems related to Local Area Networks (LAN), Wide Area Networks (WAN), and other system networks.
• Peripheral Installation: Install computer and POS peripherals for users in both office and store environments, ensuring proper functionality.
• Customer Follow-Up: Follow up with customers to confirm that issues have been resolved satisfactorily and gather feedback on computer usage.
• Installation and Maintenance: Install, terminate, and maintain network cabling systems, including Cat5e, Cat6, fiber optics, and other cabling types.
• Willingness to Travel: Ability and willingness to travel frequently, often with short notice, and stay for extended periods as needed.

CERTIFICATES, LICENSES, REGISTRATIONS

Acceptable driver’s record with valid driver's license and proof of insurance. The company will order an updated MVR report annually.

• CompTIA A - preferred
• Microsoft Certification of any kind
• CompTIA Network - helpful but not required

WORK ENVIRONMENT

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is a fast paced, busy work environment. The noise level in the work environment is usually quiet, can be loud in the store environment. Periodic Store Visits should be expected.

CORE COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies:

• -Exhibits confidence in self and others; Accepts feedback from others. Ability to solve practical problems; Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• -Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• -Maintains confidentiality of information regarding associates, managers or customers. Discusses confidential or sensitive information with only those individuals who need to know.
• –Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• -Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Dedication to provide excellent customer service
• Excellent communication skills, able to communicate effectively with customer base not always fluent in “tech”.

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit. The employee is occasionally required to drive a vehicle long distances and to frequently stand, walk, use hands and fingers. The employee must occasionally lift and/or move up to 50 pounds.

This job description is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

I have read the job description above and certify that I can perform the essential duties as described without restrictions, except as noted below.

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Compensation Package:

• Hourly pay

Schedule:

• 8 hour shift
• Evening shift
• Monday to Friday
• Morning shift

Ability to Commute:

• Athens, TN 37303 (Required)

Ability to Relocate:

• Athens, TN 37303: Relocate before starting work (Required)

Work Location: In person

Salary : $18 - $20