Tech Support Specialist

• Apply system analysis techniques to resolve technical problems with computer hardware, software, mobile devices, and telecommunication systems
• Triage and resolve Tier 1 requests and develop an understanding of Tier 2 & 3 escalation process
• Effectively test fixes to ensure issues have been adequately resolved
• Perform post-resolution follow-ups to ensure problem resolution
• Fully document all pertinent end user identification including name, department, contact information, etc. as well as ensure that all call resolution notes are entered appropriately
• Configure, maintain, test, and document Help Desk specific applications and knowledge base as well as document and monitor incident and work requests per departmental
• Ability to solve problems independently or collaboratively with Help Desk colleagues
• Answer, evaluate, and prioritize incoming requests for
• Fulfill routine communication requirements, including system documentation and status reporting
• Utilize Help Desk Ticketing system to document and manage client requests and issues
• Provide training to end users as needed on any supported Microsoft technologies or contract specific applications
• Ability to follow and adhere to simple and complex instructions, including SOP's
• Create and update procedural documentation

• Associates in Information Technology preferred, but not required
• 1-2 years providing IT support to end users
• Understanding of networking services such as DNS, DHCP, and ability to troubleshoot basic connectivity problems
• Experience with administration of Active Directory, implementing and troubleshooting Group Policy, and AD topologies
• Experience with Office 365 administration and the Office product suite
• General knowledge of electronics, PC architecture and operating systems
• Experience with current Windows OS
• Proven expertise in Remote Desktop Management, PC troubleshooting, configuration and maintenance and printer troubleshooting
• Working knowledge of a range of diagnostic utilities, including application error and system event logs review to include ping, traceroute, ipconfig, and PsExec
• Understanding of VoIP technologies, including administration and troubleshooting
• Currently hold or be willing and able to obtain the following certifications within designated timeframe after onboarding: ITIL Foundation, CompTIA A+, CompTIA Net+
• Excellent written and verbal communication skills
• Resourceful and able to take initiative in a dynamic environment

Associates in Information Technology