Technical Support Specialist

Salary Range: $27.50/hour - $31.25/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 larger IT projects, implementations, and deployments.  

ESSENTIAL FUNCTIONS:


* The primary owner for all incoming IT support tickets, adhering to departmental SLAs and escalating tickets as needed.


* Ensure a high level of customer support, communication, education, and satisfaction across all end users


* Perform troubleshooting to isolate and diagnose Windows workstations, printer, VoIP phones, and peripheral device issues.


* Fluent in Microsoft products like Teams, OneDrive, SharePoint, and Office


* Research and disposition spam and attachment requests through Mimecast and KnowB4


* Support in the training, usage, and maintenance of all conference room AV equipment


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


* Administer internal IT tools including the ticketing system, remote management system, and deployment systems (Endpoint Central).


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


* Support the IT department with project support when needed


* Administer user access for adds/delete/changes through Active Directory and Azure


* 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, user hardware, and manage lifecycle replacements


* Ensure the 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
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