Job Description

Job Function: Technology Support Specialist (TSS)
Starting Salary: $30hr
Locations: Onsite (not available hybrid or work-from-home position)

Job Summary:

As the Technology Support Specialist, you will spend your time making our clients smile! This is accomplished through providing prompt and courteous “remote” technical support to our clients and onsite technicians. This is an excellent opportunity for individuals who enjoy helping others and have a strong interest in technology. Ideal candidates are “growth-oriented”, fueled by their passion to solve problems with technology!

Functions & Responsibilities:

• Take our infrastructure and customer experience to the next level by leveraging processes and knowledge to advance how we operate and make our clients successful.
• Install, update, monitor, and troubleshoot technology issues impacting our clients and team members.
• Provide exceptional customer service by responding promptly and courteously to customer inquiries and concerns.
• Attend to incoming phone calls, emails, and alerts from monitoring software.
  Install and maintain patches and firmware updates.
• Deployment/Redeployment of remote monitoring software when software interruptions exist.
• Continuously add to our internal knowledge base to ensure the rise of critical technical information throughout our organization.
• Work on multiple tasks both individually and as a team when required.
• When remote resolutions are unavailable (TSS) escalates trouble tickets to onsite technicians or senior IT technicians.
• Document customer interactions and trouble tickets in our ticketing software.
• AGK- “Always Gaining Knowledge” is our mantra so that we stay current with advancing technologies.
• Obtain and maintain certifications to ensure the “best in class” support to our clients.

Knowledge, Skills, and Requirements:

• Demonstrates coachability and a desire for personal and professional growth.
• Knowledge to support Windows workstations including OS software configurations and repairing/upgrading hardware components, printer configuration, installation, and configuration of other peripherals as needed.
• Knowledge of and diagnostic abilities with common hardware, software, and networking environment including but not limited to:
  • • DHCP, DNS, TCP/IP, and other related services and protocols.
    • Printing and electronic document services.
    • Hybrid meeting applications and multimedia technologies.
    • UCaaS / VoIP telephony
    • Microsoft Active Directory in a Windows Server 2012 and higher environment preferred.
• Knowledge of common physical data cabling. Preferred. • Knowledge of Microsoft Office 365 (Word, Excel, Outlook, PowerPoint, Access), and Windows 10.
• Knowledge of Access Control and video surveillance technology. Preferred. 
• Knowledge of Audio/Visual technologies. Preferred.
• Knowledge of Internet browsers, email, and advanced communication devices and techniques.
• This position requires skills in prioritization, organization, verbal communication, and interpersonal relations, and the ability to manage multiple tasks simultaneously.
• Strong analytical and reporting skills.
• Ability to learn and understand technical principles and techniques, to make independent judgments in the absence of supervision.
• Strong desire to acquire knowledge of topics related to career.
• Ability to work independently to analyze and solve problems.
• Ability to understand informational documentation, directions, instructions, methods, and procedures, such as technical manuals, software manuals, product documentation, and related materials.
• Ability to communicate both verbally and in writing with poise, clarity, control, and confidence.
• Ability to act in stressful conditions and/or the ability to research a problem and present a resolution in a realistic time frame.
• Ability to maintain a high degree of confidentiality, and to always perform work with a positive attitude and in a professional manner.
• Ability to make hardware repairs and upgrades.
• Ability to work courteously and respectfully.
• Ability to maintain accurate records in an organized file system and provide help desk reports.