Technical Support Specialist

The Technical Support Specialist's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

The Technical Support Specialist is responsible for the configuration, installation, and upgrading of all new computer equipment and will perform basic phone troubleshooting and all moves/adds/changes involving computing, phone, and video equipment. Included in this role is participation in all company-wide PC or laptop upgrades and/or installation of new software projects.

Essential Duties & Responsibilities

• Answer, evaluate, prioritize, and schedule incoming telephone, voicemail, email, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interview user to collect information about problem and lead user through diagnostic procedures to determine source of error, when necessary.
• Handle problem recognition, research, isolation, resolution, and follow-up for problems reported by end-users.
• Remote control laptops of remote workers when necessary to facilitate problem resolution.
• Coordinate troubleshooting activity between remote end-user and ISP when Internet communication problems are suspected.
• Access software updates, drivers, knowledge base resources on the Internet to aid in problem resolution.
• Call software and hardware vendors to request service regarding defective products.
• Perform desk side analysis, diagnosis, and resolution of complex desktop problems for end users, and implement corrective solutions.
• Train users on software and hardware on-site, when needed.
• Install, configure, and test computers, software, and peripheral equipment.
• Collaborate with Network and System Administrators to ensure efficient operation of the company's desktop and laptop computing environment.
• Administer move, add, and change requests for computing and phone equipment as well as coordinating new line installations as required.
• Perform basic telephone configuration and troubleshooting.
• Support telephony software functionality for remote workers (e.g. phone forwarding).
• Ensure that physical desk connections (i.e. voice and data jacks) are in proper working condition and coordinate vendor repair when necessary.
• Liaise with third-party support and PC/phone equipment vendors, when necessary.
• Support and maintain in-house audio-visual equipment, including troubleshooting problem areas and providing end-user training and assistance where required.
• Works occasional nights and weekends.

Education, Requirements & Competencies

• Bachelor's degree or equivalent from a four-year college; plus 1-2 years of related experience and/or training; or equivalent combination of related technical education and experience.
• MCP, MCSE or A+ desirable.
• Strong knowledge within the following technologies: PC/Laptop/Printer hardware repair, Windows 10, Help Desk tracking software, Remote support tools, Anti-virus, and MS Office Suite.
• Excellent troubleshooting skills.
• Superb customer service skills. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Salary range is $52,800 - $62,000. Individual compensation packages are based on a variety of factors that are unique to each candidate including location, skill set, experience, qualifications and education.

If you're a caring and customer focused individual who enjoys working with passionate team members, Coverys is the right company for you!