Technical Support Specialist Level 1

The Technical Support Specialist – Level 1 is an entry-level position that provides professional technical support to all clients of Myriad Advisor Solutions. The Level 1 Specialists must possess strong analytical and strategic thinking, as well as planning, organizing and problem-solving skills: a high degree of technical expertise, sound professional and technical judgment, and a commitment to exceptional customer service and teamwork.

This role is in office and is not remote.

Essential Duties and Responsibilities

• Daily tasks include, but are not limited to, diagnostics, troubleshooting, resolving network and wireless issues, setting up user accounts, formatting and setting up desktop and laptop computers
• Provide remote technical guidance, assistance, and coordination to end-users for PC, network, software, and hardware problems
• Support daily client communication- including phone, email, and chat requests. Accurately document details related to client support issues in help desk ticketing system and complete ticket/tasks efficiently
• Create, build, and foster strong and effective working relationships with peers, management, clients, and vendors
• Ensure growing knowledge of company supported systems, with a goal of becoming a product expert
• Ability to display dependability through IT Help Desk shift coverage spanning Monday-Friday 7am-7pm CST

The Essential Duties and Responsibilities listed are not all inclusive; other duties as assigned will apply

Desired Qualifications (Knowledge and Skills)

• Degree or Associates degree in Information Technology related field preferred; completed college coursework in conjunction with work experience will also be considered
• Current knowledge of computer systems, electronic systems, and software applications;
  Solid understanding of desktop applications
• Level 1 Technical Support experience preferred
• Intermediate to advanced knowledge of Microsoft Windows 10, and a willingness to learn new operating systems
• Intermediate to advanced knowledge of general internet technologies (email, web browsers, etc.)
• Basic knowledge of core network technologies (WiFi, routers, switches, etc.)

Desired Traits

• Strong client service skills, first-hand experience interacting directly with customers; a genuine interest in serving and caring for our clients
• Strong professional phone etiquette
• Possesses strong work ethics and morals; is driven and motivated to advancing their career through hands on experience and evolving industry knowledge

Core Value of C.A.R.E

Communicate.

• Comfortably connect with clients in an open and informative way that supports the Myriad C.A.R.E interaction style with our clients
• Positive:
  Create, support, and encourage a positive work environment;
  Energetic, eager to learn, team player and willing to cooperate
• Exudes excellent oral, written and interpersonal communication skills, well-spoken both on the phone and in person
• Approachable:
  Genuinely encourage business interactions with client, strategic business partners and internal team members; become and remain a reliable go-to resource
• Extraordinary customer service skills and presence while possessing a positive attitude through all client interactions
• Manage multiple client demands simultaneously, shift priority when the need arises, and consistently demonstrates flexibility and positivity

• Energetic team player, with the ability and willingness to learn and effectively utilize new technologies as required and required
• Retain a fast-paced working environment, balances competing priorities and flexing between many tasks at any given time
• Dependable:
  Punctual to scheduled work shift/schedule, internal and external meetings.…