Summary
The Technical Support Specialist will oversee the Technical Support Representative and provide higher-level technical support in circumstances beyond the Technical Support Representative's expertise.
Duties And Responsibilities
- Installs, modifies, tests, updates, and makes minor repairs to computer hardware and software systems.
- Resolves staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
- Maintains system functionality by testing computer components.
- Helps design and implement networks.
- Consult with users to determine appropriate hardware and software needs and assist in placing orders.
- Maximizes computer systems capabilities by studying technical applications and making recommendations.
- Gathers data to identify and evaluate technical purchasing options.
- Evaluates vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
- Trains users on new software in person or through various tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
- Keeps current on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
- Prepares reference material for users by drafting operation instructions.
- Experience with assisting remote workers
- Server installation and maintenance
- Experience building or modifying computers
- Reliable and predictable attendance is required for the function of this job*
- Duties and responsibilities may be changed at any time*
Education, Experience, Knowledge
A bachelor’s degree or above in computer science, information systems, or a related field or equivalent experience is preferred.
Certificates
A+ CompTIA required
Network + preferred but not required
Prior experience working on a Helpdesk, in IT, or a similar technical function.
Qualifications
At least four years of related experience is required.
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Strong supervisory and leadership skills.
- Strong analytical and problem-solving skills.
- Superior understanding of computer hardware and software systems.
- Excellent time management skills.
- Ability to prioritize tasks and to delegate them when appropriate.
- Proficient with Microsoft Office Suite or related software.
- Ability to explain technical issues to technical and nontechnical employees and customers.
- The ability to communicate technical information in an accessible manner to non-technical employees.
- A process improvement mindset.
- Strong knowledge of networking principles and operating systems.
Physical Requirements
- Sitting: Sitting at a desk most of the day.
- Handling: Seizes, helps, or works with hands.
- Lifting: Raises or lowers miscellaneous paperwork.
- Reaching: Extends hands and arms in any direction.
- Vision: Read computers and paperwork.
- Stooping: Bends body downward and forward by bending at knees or waist.
- Standing: Remains standing if required to perform various job functions.
- Talking: Communicating by phone and in person.
- Walking and moving about on foot.
