Technical Support Specialist 1

• Customer Service Support 50%
• Technical 40%
• Administrative/Other 10%
• Assist in resolving complex, time-sensitive, and high-risk issues, which include customer escalations, sites down, remote troubleshooting, and dispatching cases to field service technicians
• Understand the Legacy and NextGen systems from server to station and any integrated connections to other BD products
• Provide support for inbound calls
• Use phone and email for communication channels
• Maintain high levels of data quality and integrity
• Provide progress updates to customers
• Document case notes
• Follow process checklists & collaboration process
• Adherence to work and call schedules
• Timely completion of any Company or Department required training
• Performs other duties as assigned

• Microsoft SQL experience (1+ years)
• CompTIA A+ or N+ preferred
• Ability to communicate technical solutions/recommendations to a non-technical audience
• Windows Server (2008+) and Desktop Administration (Win7+)
• Networking topology, terminology, commands
• IIS and Web Application Administration
• Group Policies Terminology and Administration
• Active Directory Administration
• VMWare Terminology and Administration
• Installing peripherals (Scanners, Printers...)
• Application Installation and Troubleshooting
• Flexible in working hours that may include working weekends
• Bachelor’s degree in Computer Science or 2+ years equivalent experience

CompTIA A+ or N+ preferred