Technical Support Specialist I or II

What You'll Do

* Deliver exceptional customer service at the IS&S Walk-Up desk assisting employees and subcontractors with troubleshooting, account-related issues, encryption and deployment of Government Furnished Equipment (GFE).

* Work directly with customers via phone, email, chat sessions, remote connection, or in person.

* Provide resolutions to customer issues/requests.

* Properly escalate unresolved queries to the next level of support.

* Utilize service management tools to document work notes and updates.

* Follow up with customers, provide feedback and see problems/requests through to resolution.

* Maintain broad knowledge of company software/hardware and procedures, and policies such as IT, HR, finance, cyber security, and technical security that impact the user work environment.

* Apply technical expertise, product knowledge, and problem-solving skills to drive the diagnosis and resolution of customer reported issues. * Install and configure approved software and hardware.

* Coach end users on tools and equipment usage.

* Troubleshoot and resolve software/hardware/connectivity problems by utilizing technical knowledge gained through course work, Internet research, contacting vendor support, and work experience.

* Setup, configure, and troubleshoot mobile devices including tablets, mobile phones, and pagers.

* Setup, configure, and troubleshoot desktops within New Hope Center bldg. * Strong customer service and interpersonal communication skills

Minimum Job Requirements

* Associates degree with limited experience or high school diploma with 1 to 4 years of experience.

Preferred Job Requirements

* Associate degree in related discipline and 2-5 years of relevant experience OR Bachelor's degree in related discipline with 1 year of experience

* Experience troubleshooting and supporting hardware and software.

* Ability to convey information accurately and effectively in both written and oral form.

* Effective time management skills to handle multiple incidents and/or tasks at once.

* Experience with ServiceNow incident and task management.

* Able to work technically in a demanding fast-paced environment.

* Able to concisely and accurately describe technical details to customers.

* Quick decision making when assessing a solution to a problem that is creating a business or production delays.

* Well-developed IT troubleshooting skills and customer service.

* Knowledge and experience in videoconferencing, mobile devices, telecommunications, networking, cyber security, and audio-visual equipment a plus.

* Experience with Active Directory for creating, modifying, disabling accounts, enabling and moving.

* Experience with Office 365 and Exchange Administration * A+ certified a plus * CompTIA certified a plus