Technical Support Specialist Job at Carex Consulting Group (Oshkosh)

Job Description

This onsite role, located in Oshkosh, WI, is responsible for supporting enterprise-wide information technology requests, managing incidents and outages, and ensuring timely resolution or escalation of technical issues. This individual will play a key role in delivering exceptional end-user support and maintaining operational excellence across a national user base. The Technical Support Specialist provides day-to-day operational support for enterprise end users, addressing hardware, software, and connectivity issues while ensuring a high standard of customer service. This role supports incident management, request fulfillment, and small project initiatives within a collaborative team environment.

Job Responsibility

Provide daily operational support and troubleshooting for end-user hardware, software, and IT-related issues
Manage and resolve incidents and service requests in alignment with ITIL processes and established service standards
Appropriately route or escalate complex technical issues to ensure timely resolution
Support desktop and laptop environments, including installation, configuration, and general maintenance
Troubleshoot client device break-fix issues, IMAC activities, imaging, and incident response support (PCs, laptops, iPads, USB encryption, etc.)
Diagnose and resolve foundational network and connectivity issues, including AV equipment, OT gear, and telephony systems (Cisco/Avaya)
Document user requests, actions taken, and resolutions within a ticketing system such as ServiceNow or similar ITSM platforms
Engage directly with stakeholders during incident response and event management escalations, ensuring clear and timely communication
Contribute to helpdesk standard operating procedures and training documentation for Level I and II support
Utilize Microsoft 365 applications including Word, Excel, PowerPoint, Outlook, OneDrive, and Teams to support daily operations
Participate in training and cross-training initiatives to enhance technical capabilities and align with organizational direction
Support small projects and additional operational tasks as assigned
Maintain regular, reliable attendance during first shift hours, Monday through Friday, with some flexibility

Requirements

Two (2) or more years of combined experience troubleshooting hardware and software issues for end users in a professional environment
Experience working with hardware, operating systems, IT service management (ITSM) tools, and familiarity with ITIL processes
Strong written and verbal communication skills with a demonstrated commitment to customer service excellence
Proven issue resolution and problem-solving abilities in a fast-paced support environment
Experience using a ticketing system (ServiceNow or similar platform)
High School Diploma with relevant certifications, or an Associate’s degree in Information Technology or a related field
U.S. Citizenship required

Nice to have

Experience supporting users in manufacturing or similar environments is preferred
Bachelor’s degree in Information Technology or a related field is a plus

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Technical Support Specialist

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