Find & Apply For Computer Support Specialist Jobs in Windsor, Connecticut

Purpose:

The Technical Support Specialist provides technical assistance to ATS customers and partners by diagnosing, troubleshooting, and resolving issues involving hardware, software, timeclocks, connectivity, firmware, and system integrations. This role delivers timely, professional customer support while maintaining accurate case documentation and following established troubleshooting and escalation procedures. The Technical Specialist develops technical expertise across ATS products and customer environments, maintains ownership of assigned cases through resolution, and collaborates with internal teams to resolve issues and improve customer experience.

Essential Duties and Responsibilities:

Provide timely, professional technical support for hardware, software, connectivity, and system-related issues. Troubleshoot customer issues using established procedures, structured diagnostic methods, and root-cause analysis. Handle a broad range of support requests, from routine account and device configuration to complex issues involving multiple systems. Maintain ownership of assigned cases, communicate progress, document troubleshooting steps, and ensure appropriate follow-up through resolution. Recognize when issues require escalation and provide clear documentation of findings, testing, and outstanding questions. Develop working knowledge of ATS timeclocks, software applications, firmware, middleware, integrations, and related technologies. Identify recurring issues and contribute to knowledge base articles, troubleshooting guides, and process improvement recommendations. Collaborate with Engineering, Product Management, Sales, and other internal teams as needed. Share technical knowledge with peers and provide informal assistance to colleagues as experience grows. Follow established support procedures, customer communication standards, and documentation requirements. Perform related duties as assigned, within the scope of the role. Education and/or

Work Experience Requirements:

Bachelor's or Master's degree in Computer Science, Information Technology, or a related discipline; equivalent professional experience may be considered. Minimum of 5 years of relevant technical experience, including at least 2 years supporting Software-as-a-Service (SaaS) products. Understanding of workforce management, time and attendance systems, or related technologies. Working knowledge of Unix/Linux/Android and Windows operating systems, including command-line tools and system administration fundamentals. Familiarity with Java application server installation, configuration, administration, and troubleshooting. Working knowledge of network infrastructure and fundamentals, including IP addressing, DHCP, static IP configuration, ports, firewalls, and network connectivity. Understanding of common protocols and technologies, including HTTP, SSL/TLS, JDBC, Servlets/JSP, SQL, HTML, and XML. Demonstrated analytical, troubleshooting, and problem-solving skills, with the ability to diagnose and resolve hardware, software, device configuration, networking, and system integration issues. Sound judgment in evaluating technical issues, identifying potential solutions or workarounds, and determining appropriate escalation paths. Excellent written, verbal, and active listening skills, with the ability to communicate technical information clearly and professionally to customers and colleagues. Multilingual capabilities are a plus but not required. Customer-focused approach, demonstrating professionalism, responsiveness, and a commitment to resolving customer issues effectively. Strong documentation, organizational, and time-management skills, with the ability to maintain accurate records and manage multiple competing priorities. Consistent accuracy and thoroughness when managing multiple technical issues and responsibilities. Ability to work independently while collaborating effectively with colleagues, sharing knowledge, and contributing to overall team and organizational success. Willingness to learn new technologies, expand technical expertise, and continuously develop product knowledge and troubleshooting capabilities.

Physical Requirements:

Primarily sedentary physical work requiring ability to lift a maximum of 25 pounds for the occasional lifting and carrying. Frequent walking and standing, hand/eye coordination, and ability to operate computer keyboard/office equipment. Vision for reading, recording and interpreting information. Speech communication and hearing to maintain communication with employees and customers. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Pay:

$58,483.00 - $78,066.00 per year

Benefits:

401(k) Dental insurance Health insurance Life insurance Paid time off Retirement plan Tuition reimbursement Vision insurance Application Question(s): Please provide examples of your hands-on experience (in a corporate environment) supporting Linux, Android, and/or Windows. A customer contacts you with a technical problem they are experiencing. Please write the response you would send to the customer, including how you would gather information, begin troubleshooting the issue, and communicate next steps.

Work Location:

In person