Technical Service Specialist I
Full job description
Position Purpose:
Provide friendly first-level technical support for end-users across the organization. Respond to telephone inquiries and support tickets regarding support issues, system status, and network connectivity. Follow established guidelines. Document and potentially resolve basic issues related to business applications, 3rd party software, and hardware. Record inquiries and may direct requests to the appropriate area or individual within IT. Escalate problems to senior staff when the solution is unclear. Follow up to ensure user satisfaction.
Essential Functions:
1.
Responsible for Help Desk calls and tickets. Performs routine daily tasks with detailed instructions associated with the operations of computer, network, and security systems. Documents and communicates the outcomes of tasks.
2.
Performs PC setup and deployment. Coordinate new employee IT training.
2.
Maintains and updates system policy and procedure manuals based on input from managers or senior members of the team.
5.
Participate in activities supporting audits. Develop documentation, gather information from IT individuals/business areas, and coordinate with external resources.
6.
Performs other duties as assigned
Requirements:
Education: Associate degree in business administration, computer science, management information systems or related industry designations
Experience: 2 or more years of related network experience
Skills: Exceptional customer service and problem-solving skills. Excellent written and verbal communication skills. Detail oriented, ability to multi-task, ability to work with all levels of employees, and be a team player with strong interpersonal skills and adaptability. Proficient with Microsoft Windows, Microsoft Office, and basic PC hardware troubleshooting skills.
Mental Demands: Must have the ability to focus on a task for extended periods of time. Must be flexible and have the ability to work with a variety of tasks and employees. Ability to plan, organize, be detail and deadline oriented, and maintain a high accuracy rate.
Physical Demands: Continuous sitting for extended periods of time, some standing, walking, bending, reaching, and lifting. Frequent use of fingers and hands to manipulate computer, telephone and other office equipment. Ability to be able to look and concentrate at a computer/monitor for extended periods of time.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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