Technical Support Specialist

What You Will Do

• Manage assigned support queues for all technology issues
• Field incoming help requests from end users via both telephone and work orders in a courteous manner
• Troubleshoot basic Windows and computer hardware-related issues
• Perform fixes such as upgrading software and implementing file backups
• Apply diagnostic utilities to aid in troubleshooting
• Access software updates, drivers, knowledge bases and frequently asked questions resources on the internet to aid in problem resolution
• Record, track and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to the final resolution
• Document all pertinent end user identification information, including name, team, contact information and nature of problem or issue
• Review, create and update documentation in shared knowledge base
• Build a rapport and elicit problem details from help desk customers
• Prioritize and schedule problems and escalate problems when required to the appropriately experienced technician
• Identify and learn appropriate software and hardware used and supported by the organization
• Test fixes to ensure the problem has been adequately resolved and perform post-resolution follow-ups to help requests
• Develop help sheets and knowledge base articles for end users

• 1 year of experience with desktop operating systems, including Windows and Mac OS X
• 1 year of application support experience
• 1 year of direct customer service experience
• 1 year of support experience, troubleshooting hardware and software problems
• 1 year of professional experience with current Windows OS, Apple OS and hardware, Microsoft Office suite as well as Enterprise email and communication tools
• Proficiency in the Microsoft Office suite
• Knowledge of basic computer hardware