Technical Support Specialist

The Technical Support Specialist delivers frontline IT assistance across desktop operating systems, workstation hardware, software, and network systems, addressing issues and ensuring customer satisfaction.

Location

Seneca, SC 29678 (onsite)

Compensation

USD 20 - 24 per hour

Responsibilities

• Provides support across desktop operating systems, communications software, workstation hardware, and their integration and interoperability. Responsibilities include handling customer calls, resolving and responding to IT requests, following up on open requests, documenting interactions, and ensuring customer satisfaction.
• Performs root cause data analysis, participates in new product or version implementations, and drives prevention efforts in the areas of desktop operating systems, communications software, workstation hardware, network, and problem isolation.
• Communicates information related to desktop operating systems, communications software, workstation hardware, network, and problem isolation.
• Enters and responds to help desk tickets and calls. Follows through on each case to resolution. If the issue cannot be resolved after exhausting all resources, escalation to management is initiated.
• Ensures all calls and tickets are handled in an orderly and efficient manner.
• Maintains accountability for customer satisfaction.
• Installs and configures hardware and software for customers.
• Makes changes to network wiring in wiring closets, including patching connections as needed.
• Provides technical assessments for customers with special IT needs.

Requirements

• Strong communication skills, including listening, questioning and probing, with the ability to convey technical information clearly in both written and oral forms.
• Demonstrated above average interpersonal skills, including telephone communication, conflict handling, and negotiation.
• High level understanding of general business functions and the ability to assess how requests or problems impact the business.
• Strong customer service ethic and availability as scheduled to manage customer requests.
• Analytical and problem-solving skills across multiple facets of the workstation and client/server environment.
• Ability to use available reference material to provide answers and resolve requests.
• Proven ability to work effectively in a team environment.
• In-depth technical skills including:
  • Broad range of hardware and software
  • Desktop operating systems, office automation and communication software
  • Detailed understanding of networking hardware and software
  • Detailed understanding of printers
• Broad knowledge of IT functions.

Technologies

• Zen Desk

Benefits

• Flexible schedule
• Paid time off

Experience

• Minimum experience: 2 years
• Preferred IT experience: 1 year