Technical Support Specialist

Salary Range: $23.90 - $27.63/hour

PRIMARY RESPONSIBILITY:

The Technical Support Specialist (TSS) is the primary face of IT support, providing high quality customer service and hands on support to all end users.  Along with support, the TSS will also be responsible for the supporting systems used in IT to support those users, including administration and maintenance, with systems ranging from ticketing, imaging, and remote access.

 The TSS will also participate and support in larger IT projects, implementations, and deployments.  

ESSENTIAL FUNCTIONS:


* Primary responder and administrator for all support tickets, ensuring a timely response, problem research and troubleshooting, and resolution.

Escalate any issues that require additional support.


* Support in the selection and integration of internal IT tools and systems


* Continually strive to identify and streamline internal processes, root causes, and suggest improvements


* Research and suggest new systems and services to better support users and reduce maintenance tasks


* Administer internal IT tools including imaging systems, remote access, monitoring, user access, and ticketing.


* Perform troubleshooting to isolate and diagnose workstation, printer, telephone, and peripheral device issues.


* Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software.


* Administer user access including documentation and all adds/delete/changes


* Deploy software, patches, and updates when necessary as part of user support


* Create and update IT documentation as needed.


* Maintain the inventory of workstation assets


* Must be willing to occasionally work after hours, including evenings and weekends when needed.


* Ensures safety and confidentiality of data and systems by adhering to the organizations information security policies.


* Active participation in demonstrating the behaviors outlined in the GRB Experience.

EDUCATION AND EXPERIENCE:

Associate’s Degree in IT/Technology related field with a minimum of 2 years of technical support experience or the equivalent combination of education and experience.


* Certification in CompTIA/Net+ and/or Microsoft is preferred.


* Excellent troubleshooting skills & ability to quickly diagnose and fix hardware/software/network issues.


* Proficient working knowledge of desktops, laptops, Windows operating systems, printers, mobile devices, networking, and peripherals.


* Demonstrate a willingness to learn and apply new technology.


* Ability to troubleshoot quickly and patiently with end users, display a respectful bedside manner, and have a customer service focused approach.


* Ability to multi-task and manage multiple priorities


* Self-starter and motivated to make improvements, learn, and change

COMPETENCIES:


* Provide a remarkable client experience.

Greet clients with warmth, genuine interest an...