The Technical Support Specialist is responsible for providing a single point of contact for end users to receive support and maintenance within the organization’s desktop, field and mobile device environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware, software, mobile devices and equipment to ensure optimal performance. This person will also troubleshoot problem areas (in person, by telephone or via e-mail) in a timely and accurate fashion and provide end-user assistance where required.
Duties/Responsibilities:
: Acknowledges, researches, and resolves user questions and inquiries via telephone, email, web and other communication methods.
: Provides technical support and solves both basic and more advanced hardware, software, and network issues or questions.
: Provides professional, courteous, prompt, and accurate support and solutions to users.
: Communicates, analyzes, and troubleshoots routine user problems and provides proper solutions or remedies.
: Assists other IT technical staff when appropriate.
: Establishes priorities on service desk tickets based on departmental guidelines and procedures.
: Follows-up and communicates with users when appropriate.
: Creates and administers new user accounts, passwords, and privileges/rights.
: Assists with desktop and laptop imagining and installation as needed.
: Installs printers and other peripherals as needed.
: Installs, configures, tests, maintains, monitors, and troubleshoots end-user workstations and related hardware and software in order to deliver required desktop service levels
: Collaborates with other IT staff to ensure efficient operation of the company’s desktop computing environment
: Receives and responds to incoming calls, pages, and/or e-mails regarding desktop problems.
: Develops and maintains an inventory of all technology components and equipment
: Liaises with third-party support and PC equipment vendors
: Interact with executive level team members to troubleshoot technical issues, sometimes urgent
: Assists with infrastructure/engineering projects and tasks.
: Performs other duties as assigned with or without accommodation.
EMPLOYMENT STANDARDS
Knowledge
: Excellent organizational skills with ability to handle multiple priorities, meet demanding deadlines, adjust to sudden changes in workflow, and maintain high quality standards.
: Excellent communication skills with the ability to effectively present information and respond to questions from business user groups of various disciplines.
: Excellent interpersonal skills with the ability to engage others and establish rapport.
: Excellent analytical skills with the ability to think independently, take initiative, think resourcefully, take corrective action and resolve inquiries.
: Ability to work independently or semi-independently with minimum guidance or direction.
: Ability to operate tools, components, and peripheral accessories.
: Strong customer-service orientation and ability to present ideas in a user-friendly language
: Strong organization skills and an ability to multi task to meet multiple deadlines in short time frames.
: Ability to manage time effectively, to meet schedules and deadlines, to work under time pressure, to multi-task, to plan, organize and prioritize work assignments, and to pay close attention to detail
Education
: Bachelor’s degree (B. A. or B.S.) in Business, Computer Science, or Information Technology, from four-year college or university preferred
: Industry certifications (A+, Network+, Security+) preferred
Experience
: 2+ years of on-site corporate Desktop support experience with demonstrated ability to work under pressure with a high degree of integrity and customer focus.
: Working technical knowledge of current protocols, operating systems, and standards, including those associated with tablet and mobile devices. Includes Windows 7 Pro/Enterprise, iOS, Android, Mac OSX, as well as 2013+ Microsoft Office suite.
: Familiarity with Active Directory and user/email/group provisioning and deprovisioning highly desirable.
ESSENTIAL PHYSICAL REQUIREMENTS
: Ability to read, analyze, and interpret technical manuals, procedural documentation, and OEM guides.
: Ability to frequently use hands to finger, handle or feel
: Ability to Travel may be required to attend off-site training, meetings and seminars
: Ability to sit for prolonged periods in one location which may be restricted to the employee’s workstation
: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Felecia Hoffman-Crum, CPSR
Sr. Resource Specialist
Rita Technology Services
O: (813) 289-3000 x209
[email protected]
Open jobs at Rita http://ritatech.com/careers.html
