5 days old

Technical Support Specialist

Diversified Maintenance
Tampa, FL 33602
  • Job Code
    CUSTO001872

Description
The Technical Support Specialist's role is to ensure proper computer operations so that end
users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively
resolving end user help requests (tickets). Also included is the set-up and maintenance of the companys
computer systems and equipment, mobile devices, telephone systems and equipment, and other technical
devices. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as
require that the individual give hands-on help at the desktop level.


Responsibilities


Strategy & Planning
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Acquisition & Deployment
Assist in acquisition and deployment of mobile devices and technical field equipment.
Operational Management
Field incoming help requests from end users via ticketing system, in person, email, and/or phone
in a courteous manner.
Build rapport and elicit problem details from help desk customers.
Efficiently prioritize incoming HelpDesk tickets to ensure minimal user interruption.
Escalate problems (when required) to the appropriately experienced technician.
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.
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.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level, including installing and upgrading software,
implementing file backups, and configuring systems and applications.
Test fixes to ensure the problem has been adequately resolved.
Carry out appropriate IT department procedures upon employee termination.
Develop help sheets and knowledge base articles for end users.
Evening, weekend, and holiday on-call coverage rotation may be required.
Perform related duties consistent with the scope and intent of the position.


Position Requirements


Formal Education &Certification


Ideal: Bachelors degree in computer related field.
Preferred: Associates Degree in a computer related field.
Acceptable: High School diploma or equivalent, and 5 years work experience in related fields.


Knowledge & Experience
Working knowledge of Google Apps including GMail and Google Drive platforms.
Knowledge of enterprise level computer hardware.
Knowledge of all common Microsoft products.
Extensive application support experience.
Familiarity with iPhone, iPad, and Apples iOS software.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning
skills.
Strong documentation skills.
Bilingual (English/Spanish) considered a plus


Personal Attributes
Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Highly self motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a fast-paced high-pressure environment.
Demonstrated punctuality and attention to detail as well as attentiveness when on-call.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.


Work Conditions
Sitting for extended periods of time.
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle
other computer components.
Lifting and transporting of moderately heavy objects, such as computers and peripherals.
Occasional reaching, climbing, stooping and/or kneeling, lifting, carrying, pushing, pulling,
writing, and watching/seeing.



IT





Posted: 2021-09-12 Expires: 2021-10-11
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Technical Support Specialist

Diversified Maintenance
Tampa, FL 33602

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