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. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level.RESPONSIBILITIES:Field incoming help requests from end users via both telephone and work orders in a courteous manner.Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.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.Evaluate documented resolutions and analyze trends for ways to prevent future problems. Acquisition & DeploymentDocument all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.Build rapport and elicit problem details from help desk customers.Prioritize problems and schedule resolutions. 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 problem has been adequately resolved and perform post-resolution follow-ups to help requests.Perform related duties consistent with the scope and intent of the position.
CompetenciesOne plus years of experienceHigh School or GED required; any technical certifications are a plus.Knowledge of basic computer hardware.Experience with desktop operating systems used by the company.Extensive application support experience.Working knowledge of a range of diagnostic utilities.Good understanding of the organization's goals and objectives.Good written and oral communication skills.Good interpersonal skills, with a focus on rapport-building, listening, and questioning skills.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 high-pressure environment.Experience working in a team-oriented, collaborative environment.
Associated topics: client support, customer support, excel, help desk, msword, support, system support, technical support, technical support specialist, troubleshoot