Technology Support Specialist; 2nd Shift

Summary

Installs, configures, and responds to Customer Support calls for software, hardware, peripherals, and other data network devices; troubleshoots and repairs network connectivity issues; updates hardware inventory including spare parts; replaces and removes old equipment; develops and maintains technical documentation; interfaces with other IT teams and service vendors to resolve problems. Responsible for projecting a professional, friendly, customer service focused image in all customer communication.

Develops and maintains productive and professional relationships with other teams within IT.

12p-8:30p

• Requires travel to customer/remote sites to complete tasks; home base assignment may vary based on support and customer needs - available 24/7 support as needed.
• Promptly responds to tickets and work orders and initiates resolution; updates ticket’s notes to include progress and resolution; follows up with customer to ensure satisfaction; leaves follow up notice when servicing customer equipment in their absence; adheres to IT business practices.
• Participates in IT projects as needed.
• Creates and maintains support and technical documentation in department knowledgebase.
• Maintains rapport with customers by meeting with users to determine quality of service and makes necessary adjustments to accommodate needs; examines and resolves complaints; routinely rounds in customer areas to identify any trending issues or concerns.
• Performs in-depth research to reveal improved methods and technology for Information Technology customer functions.
• Independently maintains job knowledge of the latest and emerging technologies, including new hardware, mobile devices, and various operating systems and by participating in educational opportunities.

• No prior professional experience required.
• Experience in computer hardware installation, maintenance, and repair preferred.
• Strong analytical, technical, and troubleshooting skills required. Customer focus and a positive, can-do approach are critical.
• Must have good interpersonal, verbal and written communication skills.
• Able to write and maintain clear documentation about system architecture, release, and implementation plans, and develop and maintain internal documentation.
• Strong attention to detail, problem investigation and diagnostic skills.

High School diploma required. Associates degree

Bachelors degree preferred.

A+ certification, MCP or HDI certification preferred