Specialist, Technical Support- Fort Myers

Job Description Summary This position will report directly to the IT Operations Manager and will be responsible for supporting the technology needs of internal staff and office setup; providing remote and onsite support to users. The Technical Support Specialist will apply proven problem solving, customer service, and communication skills to help identify, communicate, and resolve end user issues. The Specialist will also install Windows operating system, Microsoft office products, antivirus and other software on the employee PCs and laptops

How will you make an impact & Requirements

Job Title:

Technical Support Specialist Department: TISSupervisor: IT Operations Manager Summary This  position will report directly to the IT Operations Manager and will be responsible for supporting the technology needs of internal staff and office setup; providing remote and onsite support to users. The Technical Support Specialist will apply proven problem solving, customer service, and communication skills to help identify, communicate, and resolve end user issues.

The Specialist will also install Windows operating system, Microsoft office products, antivirus and other software on the employee PCs and laptops.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Travel within assigned area Provide desk side support for hands on issues

Provide phone support to users

Ability to Install Windows, antivirus, and drive encryption

Respond to requests and incidents by phone, email, support queue, on-site visits, or remote-control sessions

Track and log all requests for service into ticket tracking DBRespond to end user within specified response SLAResolve incidents and service requests within the required SLAPerform problem resolution research and document solutions

Perform Board-Room presentation setups

Replace failed phones, printers, network cables, desktops, and laptops

Assist with company-based software/hardware deployments

Maintain and track hardware inventory.

Image laptops and desktops

Setup/provisioning of new hire equipment

Assist in LAN/WAN operations; including setup, support, documentation

Coordinate office/cubicle setup and moves

Monitor and implement company policies, procedures, and standards to ensure compliance is met with respect to data security, hacking prevention, and protection of personal information data Ability to handle job stress, interact effectively with others in the workplace, and act with honesty and composure in public

Other duties as required

Education and/or Experience 1-3 Years of experience in an IT support environment.

Familiar with IT Service Management.

Experience supporting Windows operating systems

Familiarity with remote desktop support tools

Operational knowledge of networking, telephone, and infrastructure concepts

Advanced software and hardware technical skillsA+ Certification & ITIL Foundations Certification is a plus Required

Skills and Abilities

Flexibility in work schedule – must be able to work overtime when needed and participate in on call rotation.

Strong organizational skills, ability to prioritize tasks

Ability to work with minimal supervision

Ability to deliver outstanding customer service

Strong attention to detail; ability to document problems and solutions

Ability to work both independently and within a team environment

Ability to communicate clearly and concisely, both orally and in writing

Exhibit a high level of professionalism and excellent interpersonal skills

Strong relationship-building ability, proactive, results-oriented, and resourceful

Ability to meet deadlines without compromising accuracy, excellent product quality and attention to detail

Supervisory Responsibilities This job has no supervisory responsibilities.

Competencies Adaptability
- Maintaining effectiveness in varying environments and with different tasks, responsibilities, and people.

Communication
- Expressing ideas effectively in individual and group situations (including nonverbal communication); adjusting language or terminology to the characteristics and needs of the audience. Good listening skills.

Compassion
- The responsibility to put a patient’s or person’s interests first,…