Technical Support Specialist - Tallahassee, FL (On-site)

Summary

Must possess the proven ability to install and configure new IT equipment, perform PC Refresh, deploy new hire installs of equipment, PC moves, retirement and pickup of devices set for retirement. Reimage laptops with proper chain of custody. Basic inventory management. To resolve incidents and upgrade different types of software and hardware. Installation of new hardware for customers, such as new monitors, docking stations, or keyboards. May also include diagnoses and resolving software and hardware incidents, including operating systems (Windows 10 / 11), Windows Administration and across a range of software applications on the client machine (Office applications, Outlook, Teams, etc.). Basic printer troubleshooting and maintenance for all office printers including daily / weekly / monthly print request processing for high capacity printers.

Creating / Modifying AD groups, State Users accounts, and service accounts for application development

Candidates should possess the ability to schedule their own appointments with the customer via email, IM or phone or work in tandem with a dedicated scheduling staff / task assigner. Ability to maintain appointments / customer contact is required.

A successful candidate takes complete ownership of issues and their assigned tickets by carrying out problem analysis to implement fixes and computer installations with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams both direct and indirect to include leads and management where necessary as well as end to end scheduling operations for tickets assigned directly to them.

Must accurately record, update and document requests using the IT service desk system

Must maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.

Must maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization. Client Site Services IT Support staff works in a very dynamic, fast-paced environment which provides services over the phone, through e-mail, and in person.

Your role in our mission

• Interfaces with end users to resolve problems concerning system functions reported through a problem ticket. Reviews information provided, and diagnoses issue based on established procedures and scripts. Resolves problems by following scripts and assessing diagnostic information.
• Performs routine install, move, add, and change (ICMS) activities based upon prescribed procedures and processes. Escalates unresolved issues or problems.
• Provides technical services in support of project work; works with project teams to implement defined technical activities, such as distributing new personal computers or racking network equipment, in accordance with established guidelines and procedures.
• Provides basic or routine guidance to client population on system and products to eliminate recurring errors for smaller or stand-alone systems / products with minimal coordination.
• Maintains currency regarding routine technological, product, process and / or other advances, specifically in line of service, to ensure team performance and achieve team objectives.
• Supports documentation maintenance by updating information and changes as directed.

What we're looking for

What you should expect in this role

This is an onsite position at our Tallahassee, FL location.

May require shift or weekend work

Video cameras must be used during all interviews, as well as during the initial week of orientation.

The deadline to submit application for this posting is Friday June 28, 2024.

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The pay range for this position is $35,900.00 - $51,300.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a , and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.