Technical Support Specialist

Job description

Overview Summary/Objective: The Support Technical Specialist I is a staff position that provides technical support assisting end-users with their day-to-day technical issues. Responsibilities: Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. - Under general supervision, provide technical software, hardware, and network problem resolution to customer end-users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment. - Act as the initial contact for all end-users that need technical support. - Answering the Support phone, creating new or updating existing tickets, and responding to tickets assigned as appropriate. - Clearly communicate technical solutions in a user-friendly professional manner and assist senior technicians as needed. - Follow defined procedures and policies to resolve recurring issues. - Escalate or involve senior technicians on more sensitive or complex end-user problems. - Perform related work as required. Competencies: - Technical Capacity. - Problem Solving/Analysis. - Communication Proficiency. - Team Player. - Work Ind...