The Technical Support Specialist is responsible for providing internal and external problem resolution and support of all company hardware, systems, and software. This position also provides a high level of technical assistance to all employees.
Identifies, diagnoses, and resolves Level I & II problems for users of company approved personal computers (Desktops, Laptops, Tablets, Printers and Smart Phones) and the Internet.
Responsible for the on-time setup and deployment of desktops, printers, laptops, tablets, and smart phones
Answers client’s inquiries (troubleshoot) in person and via telephone concerning systems operation, diagnoses system hardware, software, network, printer and operator problems. Recommends or performs minor remedial actions to correct problems based on knowledge of system operation.
Refer issues to the appropriate MIS resource as necessary.
Track issues and report important trends to management.
Accurately perform scheduled technical / systems maintenance and reporting tasks. Perform system maintenance in areas such as user access.
Troubleshoots data transmission / communication software / hardware issues and fixes or refers as necessary.
Must be able to multitask, and provide good customer service in person, over the phone, and through emails.
Performs other duties as assigned.
Technical School Certificate or Degree required
1-3 years of prior experience
A+ and MSCE Certification preferred
Intermediate knowledge of databases and networking
Proficiency in Microsoft Windows, Microsoft Office, Printers, Scanners, Tablets, and Smart Phones
Microsoft Active Directory Administration
Strong working knowledge of Microsoft Windows 7 and 10.
Strong working knowledge of Microsoft Office (Word, Excel, PowerPoint, Access, and Outlook) 2013 and 2016.
Experience in LAN/WAN maintenance and troubleshooting; data communications a plus
Strong written and verbal communication
Familiar with Distribution Center Technology
Strong customer service skills
Demonstrated ability to excel both independently and as a team member in a lively, collaborative environment
Proven ability to effectively manage multiple priorities and meet deadlines