Sr Technical Support Specialist - PCC

Sr Technical Support Specialist - PCC

Be part of the team that drives our company forward, transforming ideas into real-world tools and platforms that support the business and spur innovation.

Merrimack, NH

CONNECTION

At Connection, our purpose is simple : we connect people with technology. From hardware—PCs, printers, servers, and more—to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. Back in 1982, we started out with two employees and a phone line. Today, Connection is a Fortune 1000 IT solutions partner operating in 174 countries around the world—still driven by that startup mentality and guided by our original purpose. We’d love for you to join us and make your mark on the future of technology.

keywords : position summary,position details,what we do,who we are,why you should join us,technical,teamwork,consulting,design,procedure,compliance,support,knowledge,initiative,experience,skills,proficiency

Full Time

$31.49 / Hr. - $39.97 / Hr.

Overview : What We Do :

We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.

Who We Are :

Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

Why You Should Join Us :

You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees’ emotional well-being. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.

Working under minimal supervision from the Senior Manager, Client Services, and referring only unfamiliar / undocumented issues for management review or approval, the Sr Technical Support Specialist provides effective Tier 2 technical support and desktop application assistance for Connection workers in multiple, geographically diverse company buildings, home office locations and in support of Customer engagements. Key responsibilities of this position include responding to a variety of support requests in-person or remotely; performing technical troubleshooting; workstation builds / rebuilds; installing operating systems; software / hardware installs; patching systems and protecting against viruses / malware; and troubleshooting peripheral and mobile devices. Records technical issues and solutions in logs and analyzes customer feedback to develop recommendations for product / service enhancements.

Entity of type com.vizirecruiter.common.domain.model.Label with id : 2025

Entity of type com.vizirecruiter.common.domain.model.Label with id : 2024

Entity of type com.vizirecruiter.common.domain.model.Label with id : 16471

Responsibilities :

• Provides effective Tier 2 technical support and desktop application assistance for Connection workers in multiple, geographically diverse company buildings, home office locations and in support of Customer engagements.
• Uses available technical tools, such as a knowledge base, remote management suite, and a service-management database, to support their work and will often deal with a wide range of users with varying levels of technical skill.
• Consults with departments to gain an in-depth understanding of their technology needs; provides ad-hoc training to the user community; and regularly creates documentation to contribute to the knowledgebase.
• Implements policies, procedures, and standards and ensures their conformance with information systems goals and procedures.
• Responds to a variety of support requests in-person or remotely; performs technical troubleshooting; workstation builds / rebuilds; installing operating systems; software / hardware installs; patching systems and protecting against viruses / malware; and troubleshooting peripheral and mobile devices.
• Creates alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function.
• Analyzes and makes recommendations for hardware and software standardization.
• Collaborates with product / service owner teams to ensure efficient operation of the organization’s workspace computing environment.
• Ensures collection of relevant data by recording technical issues and solutions in logs.
• Documents procedures, standards, best practice configurations, settings, installation sequences and back-out instructions.
• Analyzes user experience and provides feedback for product / service owners to recommend product / service enhancements and minimize the negative impact of change.
• Maintains an accurate inventory of IT hardware and software alignment to workers.
• Utilizes measures and metrics to recommend process improvements within Client Services.
• Maintains current knowledge of the products and services offered to Connection workers.
• Contributes to the design and implementation of measurements that defines the throughput and quality of the team's work products.
• Develops, uses, validates and enhances standard operating procedures with an eye toward enabling self-help, self-service and automation.
• Authors, uses and monitors the effectiveness of knowledge articles that enhance incident resolution and problem management.
• Performs all other duties or special projects as assigned.

Entity of type com.vizirecruiter.common.domain.model.Label with id : 484

Entity of type com.vizirecruiter.common.domain.model.Label with id : 105

Entity of type com.vizirecruiter.common.domain.model.Label with id : 4802

Requirements :