Technical Support Specialist Days- IT Service Desk Support

Description

Position:
Technical Support Specialist I (Full Time, Days) – IT Service Desk Support

Location:

Edinburg, TX

The Tier I Technical Support Specialist supports desktop-related technologies. Under limited supervision, resolves technology issues and works with end users to ensure high satisfaction and reliability of IT systems.

• High school diploma or GED required
• Associate degree in a related technical discipline preferred
• CompTIA A+ and Network+ certifications preferred

• Promote the organization’s mission, vision and values in service delivery
• Be the point of contact for in-depth support of desktops, notebooks, mobile devices, and other hardware, including OS setup/configuration, troubleshooting, remote access, and problem diagnosis
• Provide strong knowledge of computer systems support and troubleshooting
• Serve as a single point of contact for general hardware/software support with OS configuration, troubleshooting, remote access, and issue diagnosis
• Utilize and maintain incident tracking software; monitor and respond to IT Service Desk requests promptly
• Document problems, analysis and resolution actions during restoration
• Collaborate with IT colleagues to coordinate IT functions and share knowledge
• Escalate complex or high-priority problems to appropriate support groups
• Adapt to and support new and rapidly changing technologies
• Research solutions or information regarding technical issues
• Participate in special projects as required
• Demonstrate strong software and hardware troubleshooting skills
• Understand Active Directory (user rights, administration, security) and Microsoft Exchange
• Understand Regular networking concepts (TCP/IP, OSI model) and VPN clients
• Provide proficient support for Microsoft Windows 7-10 Professional and Microsoft Office Suite )
• Experience with software deployment
• Exhibit excellent verbal, interpersonal and written communication skills

• Line of Responsibilities: chain of command includes Director

• Light/moderate lifting up to 20 lbs; assist with lifting more than 20 lbs
• Walking, standing, twisting, bending, reaching above shoulder
• Ability to read, write, count and comprehend written/verbal communication
• Intelligence, verbal, numerical, spatial, and perceptual abilities as described
• Intelligence: ability to learn, reason and make judgments
• Clerical perception, motor coordination, finger and manual dexterity
• Color discrimination and eye-hand-foot coordination
• Ability to see and operate standard office equipment
• Ability to work under stress

Note:

This role primarily works in an air-conditioned environment with typical office exposures; limited to no exposure to blood or body fluids. OSHA Category III designation applies under defined conditions.