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Technology Support Specialist I

Spectraforce Technologies
United States, South Carolina, Columbia
Apr 15, 2025
Role Name: Technology Support Specialist I Location: Columbia, SC (On-site) Contract length: 12 Months Schedule: 6:30am to 6:30pm - 8 HOUR SHIFT. Extra info: C2 Eligibility is required Job Summary: Duties/About the role: Actively resolve the day-to-day technical needs of customers by managing problems and solutions. 80% Receive and respond to customers for technical support or services. Enter requests utilizing appropriate tools and processes. Thoroughly document communication with customers and complete requests or issues of basic complexity. 15% Identify actual or potential problems and escalate problems to appropriate higher-level professionals when necessary. 5% Complete administrative and other area-related tasks such as reviewing or completing forms, disseminating documents to appropriate areas, reviewing and/or providing input into procedures, etc. Day to Day: Technicians are receiving, monitoring, managing all high severity incidents, escalations and requests for the entire company. Expected to create and facilitate bridge lines, page outages, and maintain ticketing updates.. Taking the ticket created and working directly with IS to get to the correct support levels. Work environment: Fast paced, multi-platformed environment which may require action and response 24X7 to support the technical business needs of the customer within a technical help desk support center Team Info/Team name: This is a very small team of 3 technicians who manage all high severity incidents across the entire company, providing oversight over all high severity tickets coming from the Technology Support Center (TSC), the Service Desk. Since the TSC supports all 14k employees, these three technicians must have a close relationship with a strong foundation of quality and trust to ensure each high severity ticket is being handled correctly without overburdening the rest of the team. Workday SupOrg ID Job Requirements: Required Experience: None Required EDU: Associate Degree or higher level degree in Computer Science, Information Technology or other job related degree. Degree Equivalency: 2 years of job related work experience. Required Technologies: Highly proficient in Word, Excel, Outlook, Sharepoint Nice To Have: ServiceNow Required Software and Tools (Hands on experience required): Proficient computer skills; able to maneuver through commonly used applications and systems used in the industry. Soft skills: Strong customer service skills. Good problem solving skills. Able to provide technical advice, guidance, and informal training to customers using hardware and software programs. Understands basic technical problems and solutions in relation to the business environment. Nice to have/Preferred skills: 1 year-technical call center experience Understands the industry's business systems and processes.