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Technical Support Specialist
Ref No.: 17-06978
Location: Springfield, Ohio
Position Type:Direct Placement
Start Date: 08/02/2017
Title: Technical Support Specialist
Location: Springfield, OH
Type: Direct-Hire/Permanent
Start: ASAP
Interviews: 8/4 & 8/7

GENERAL PURPOSE OF JOB:

The Technical Support Specialist is responsible for providing the first line of technical assistance to both the internal employees and external clients.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
-Serve as the front line, technical support for incoming queries from internal employees and external clients related to computer systems, both software and hardware
-Provide technical support via designated telephone lines, email and a ticketing system
-Organize and maintain the designated email Inbox that supports requests and incoming issues
-Troubleshoot and resolve computer networking, telecommunications, hardware and software issues while providing outstanding customer experience and immediate issue resolution when applicable.

-Create and proactively monitor tickets (organization, prioritizing, updating, escalating, transitioning, follow-up and closing) to satisfy performance metrics and meet deadlines.
-Generates and sends organizational announcements for system outages and upgrades.
-Support the roll-out of new technologies & applications, updates to existing software or other infrastructure changes.
-Setting up new users – account creation, laptop/profile setup, image deployment, etc.
-User Account Management – password resets, name changes, permissions, etc.
-Provide "desk side” and warehouse/operations support as requested or needed.
-Provide user training for operating systems, information/shortcuts/enhancement/tools and application best practices and tools.
-Assist internal groups with project planning/implementation, technical issues/inquiries and other duties as assigned

-Takes ownership of daily tasks, projects and goals as requested and delivers on-time with attention to detail and quality
-Flexibility to work any shift, on-call schedules, after-hours support or other timeframes as needed or requested by management

SKILLS/QUALIFICATIONS:
· Be passionate about IT, energetic, a people person and eager to explore and learn new technologies.
· Exceptional customer service skills with colleagues and clients & direct experience supporting clients as a primary contact or lead using phone and/or email
· Ability to troubleshoot and diagnose the root cause of problems through research and reasoning in a complex environment
· Previous ticketing system experience and remote support tools
· Knowledge of basic operating functions of hardware devices including (but not limited to) PCs, laptops, tablets, network printers, mobile devices and phone systems.
· Knowledge of basic operating functions of software applications including (but not limited to) Microsoft Office/Office 365, phone systems, SAP systems, imaging software and internet browsers.
· Knowledge of Mac, Windows, Android, Chrome, and IOS Operating Systems.