The Technical Support Specialist assesses and troubleshoots computer user support problems such as password resets, desktop support issues, or specialized applications support. Additionally, this position may monitor computer systems and operations, as assigned.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Essential duties and responsibilities include the following. Other duties may be assigned.
Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge / quality of work, supporting financial goals of the company, initiative / motivation, cooperation / relationships, problem analysis / discretion, accomplishing goals through organization, positive oral / written communication skills, leadership abilities, commitment to Affirmative Action, reliability / dependability, flexibility and ownership / accountability of actions taken.
Handles inbound telephone customer requests.
Troubleshoots and resolves issues by applying effective, investigative methods and service desk troubleshooting procedures.
Performs problem diagnosis, problem recognition, research, isolation and resolution.
Works independently to determine the best and most efficient solution to resolve the customer’s operational issues, including procedural changes as necessary.
Applies system analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional specifications based on user profiles.
Monitors assigned queues, voicemail, web site and other incoming communication methods for user requests for support.
Documents all actions taken, and escalates tickets to higher-level support groups as necessary; participates in maintaining and improving helpdesk standard operating procedures (SOPs).
Resets user passwords, provides desktop support and/or specialized applications support.
Monitors computer systems and operations, as assigned.
Promptly answers help desk phones.
Adheres to standard procedure documentation.
Responsible for aiding in own self-development by being available and receptive to all training made available by the company.
Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output.
Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and coworkers. Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources. Will immediately correct any unsafe conditions to the best of own ability.
EDUCATION / EXPERIENCE
Associate's degree and a minimum of two (2) years relevant experience, or equivalent combination of education / experience.
Experience with PC hardware, MS Active Directory, Exchange 2013 and subsequent versions of messaging services, server 2008 / 2012, network infrastructure, Windows 7, MS Office 2013, desktop and network operating systems and MS Outlook.
CERTIFICATES / LICENSES / REGISTRATION
CompTIA A+ Certification Required
JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES
Demonstrated ability to provide customer support for IT issues to local and remote staff
Demonstrated ability to diagnose and troubleshoot hardware / software / system functional specification issues
Demonstrated ability to explain technical information in a non-technical manner (verbal and written)
Skilled proficiency in Microsoft SharePoint, Office, Microsoft Windows, Adobe Acrobat, WebEx, Microsoft Lync and Cisco Jabber (support of additional applications may be required)
Ability to coordinate user support requests using a ticketing system
Ability to create and produce reports from the ticketing system
Solid organizational skills relevant to carrying out day-to-day responsibilities
Detail-oriented with ability to effectively multi-task and manage multiple projects and priorities
Excellent verbal and written communications skills
Exceptional customer service skills with ability to use tact in handling difficult individuals and/or situations
Flexible with ability to work a variety of shift assignments (including overtime)
Ability to be reliable and punctual
Ability to effectively work both independently and in a team environment
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to accurately log incident tickets in Remedy ITSM software. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.