IT Technical Support Specialist

Position Overview

The Technical Support Specialist will join a dynamic team of technology professionals providing tier 1 & tier 2 endpoint support. The ideal candidate will be a self-starter, excellent communicator and a natural problem solver who can work both independently and in groups.

Key Responsibilities

• Provide lifecycle support for endpoint computing (40%): perform customer consultation to determine endpoint computing needs.
• Advocate timely response and resolution for customer needs.
• Apply computer images to endpoint devices and schedule deployment to internal customers.
• Perform and/or coordinate computer software and hardware support in a timely manner, documenting problems and resolutions as required within ITSM systems and the knowledge base.
• Maintain a high workload by consistently and successfully resolving a large number of issues while ensuring quality in customer service, adherence to defined processes, and proper documentation.
• Engage with end-users (40%): continuously communicate during support incidents and advise customers on best practices related to systems, data, and network security under limited supervision.
• Utilize various systems to interact with customers directly to offer support solutions.
• Use proactive strategies (10%): evaluate customer tickets to determine appropriate support level and, under limited supervision, resolve, dispatch, or escalate concerns as necessary.
• Plan and implement solutions for customer technology needs based on knowledge articles and support from supervisors and colleagues.
• Collaborate with the desktop engineering team to continuously improve software builds and system configurations.
• Perform administrative duties (10%): document and maintain end-user issues in central ticketing systems and knowledge bases.
• Serve as an individual contributor reporting directly to the Lead Technical Support Specialist.

Required Qualifications

• Education: A bachelor's degree from an accredited institution of higher education is necessary
• Experience Required: At least 3 years of experience is necessary
• Experience administering users, computers, and groups in a Microsoft Active Directory domain environment is necessary
• Experience with system image and application management through MDM solutions, such as SCCM, Intune, or AirWatch, is necessary
• Ability to clearly articulate technical concepts to end-users with various levels of technical proficiency is necessary