Technical Support Specialist

**Summary**

The Technical support specialist is responsible for timely and effective resolutions to end-user productivity issues as they relate to IT-serviced computer operations. This will be accomplished by performing question/problem diagnoses, guiding users through to issue resolution, communicating technical solutions in user-friendly language, and conducting end-user training where necessary. The Technical Support Specialist is also responsible for recording problems/solutions within the help desk in-house ticketing system.

**Core Competencies**
- Customer Focus
- Communication
- Ability to work in a team, or work independently
- Ability to work effectively under pressure
- Problem Solving
- Accountability and Dependability
- Operating Equipment
- Ethics and Integrity
- Excellent documentation and organization skillsExceptional multi-tasking abilities and prioritization skills

**Job Duties**
- Resolve end-user IT issues, such as password reset, software questions, PC hardware problems, Internet connectivity, configurations, and so on.
- Perform in-person, on-site repairs of PC desktop hardware, printers, and other peripherals.
- Diagnose and resolve minor network issues (e.g. LAN access).
- Recognize and escalate deeper and more complex issues to escalated support technicians.
- Assist PC and network technicians by troubleshooting software, hardware, and network issues.
- Assist other technicians installing network related devices, cabling, hardware
- Participate in moves, adds, and changes to network and systems access for new, departing, or promoted/demoted employees.
- Accurately log work orders/help desk tickets and resolutions into help desk software management system; maintain vigilant maintenance of this process.
- Prioritize work orders/help desk tickets according to severity.
- Conduct timely repair of IT equipment covered by third-party vendor maintenance agreements.
- Attend and/or conduct training sessions for end users; create training materials for end users (e.g. FAQ sheets).
- Use help desk log entries to pinpoint trends and trouble spots in order to conduct proactive maintenance or repairs.
- Compile, maintain, and file all repair records, reports, and other documents as required.
- Always maintain a high degree of professionalism, courteousness, and friendlinessParticipate in on-call rotation

**Requirements**:

- High school diploma or GED
- Previous experience in technical support
- Exceptional demonstrated verbal and written English-language communication skills
- Previous experience in customer service
- Previous experience with any PSA or RMM software
- Familiarity with any of the following: Microsoft Server support, virtual environments, cloud services, storage technologies, network appliances, backup technologies
- Have acquired or are currently working towards; MCSA/MSCE certifications, Network+, CCNA, ITIL
- Post secondary education in Computer science/Engineering or equivalent preferred but not required
- Knowledge of help desk management software tools
- Class 5 driver’s license and access to a vehicle
- Adjusts and is flexible to meet changing work needs and demands
- Knowledge of supplies, equipment, and/or services ordering
- Strong knowledge of Microsoft Office products, including Excel, Word, and PowerPoint.
- Excellent analytical and problem-solving skills.
- Superior telephone manners and strong interpersonal skills.Strong customer service skills

**Working Conditions**
- Able to occasionally lift items as heavy as 50 lbs
- Manual dexterity required to use desktop computer and peripherals
- Standing for extended periods of time may be required
- Some travel may be requiredOvertime as required

**Why work for Transparent Solutions?**
- Extended health coverage
- Funding towards further certificates/education
- Performance Bonuses
- Paid leave to attend technology seminars, webinars, conferences, and IT tradeshows
- Beer Friday

**_Thank you for your interest in our organization. We look forward to hearing from you._**: