Technical Support Specialist

Overview

The Analyst, Tech Support Sr is a highly motivated individual who will work with our Executive IT Support team in supporting our Core Platform areas. Provides technical support to users for complex computer related technical problems. Serves as the primary point of contact for users experiencing computer-related problems. Resolves technical problems in a call center / service desk environment. Uses expertise in customer service and technical knowledge gained from prior information technology experience to resolve issues surrounding installation, usage, and training on software and / or hardware products.

The ideal candidate is someone with strong customer service skills, a team-oriented mentality with a natural ability to fit into our dynamic culture. Advanced technical knowledge, combined with the ability to clearly communicate with the Associate and Management also required.

Responsibilities

• IT Support : Take incoming requests for support via phone, email, or walk-in, gather information from end user and create trouble ticket.
• Follow up with the end user to confirm resolution, gather additional information, or provide updated information within ServiceNow, Fresh Service ITSM platforms.
• Understand and use Virtual and Cloud Technologies (Microsoft 365, Microsoft Endpoint Manager, Windows Cloud PC, Amazon Workspaces, SharePoint, MS Teams).
• Install and configure desktops, laptops, and Amazon Workspaces to specifications.
• Perform root cause analysis and provide detailed end user support documentation.
• Serve as point of contact to internal and external customers through problem resolution.
• Maintain a high level of technical skill in the field of expertise.
• Assist in continuous development of Support Services procedures.

Documentation

Security Awareness

Qualifications, Experience, Knowledge, Skills

Education and / or Experience

Certificates, Licenses, Registrations

Job Responsibilities

Seniority level

Employment type

Job function

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