CAREER CONNECTOR

The Technical Support Specialist’s primary responsibilities are extensive Help Desks duties which require technical problem-solving skills as well as desk-side visits to end users. This position troubleshoots issues with end user computing devices, productivity applications and firm-issued software. This position will manage their workload through the IT Service Management software application including ownership of incidents, service requests, problems, and change requests.  

The Technical Support Specialist Tier I position will report directly to the Senior Manager of Information Technology (Client Systems) and work closely with the Technical Support Specialist Tier II Help Desk Supervisor

RESPONSIBILITIES

• Load, configure and maintain Microsoft Windows operating system, Office 365 applications and firm specific software applications in a network environment
• Load, configure, and maintain Microsoft Office Suite
• Load, configure, and maintain various software applications
• Work with Laptop and Desktop computers (general familiarity with hardware components) and deployment of various hardware equipment to employees
• Troubleshoot various computer problems including printing, software errors and hardware errors
• Provide Help Desk support including taking and logging calls, working directly with end users to resolve problems in a friendly manner while tracking and logging all work in an IT Service Management software application
• Conduct training classes and providing documentation as needed
• Plan and participate in a wide variety of special projects
• Provide exceptional customer service to end users and other members of the IT department

• Associate's degree and familiarity with help desk support and help desk support practices through education or practical experience OR high school diploma/GED and two years of help desk experience is required 
• Strong customer service skills (communication, friendliness, patience and follow through) are required
• Ability to work in a team environment (communication with team members, reporting regularly to management) is required
• Experience creating documentation of technical issues and solutions as well as writing technical articles describing problem resolutions is preferred
• Experience conducting end user training is preferred
• Proficiency with Microsoft Office products (Word, Excel, Outlook, PowerPoint, Teams, etc.) is preferred
• ITIL fundamentals and help desk oriented background preferred
• Technical certifications such as A+ are preferred