Technical Support Specialist

This is an in-office position located at our East Providence, RI headquarters.

Responsibilities :

Provide excellent customer service, technical support, and troubleshooting assistance to end users in person, over the phone, and/or via remote access. Perform account management functions including, but not limited to, unlocking user accounts, re-enabling computer accounts, password resets, and user identity verification. Educate end-users on basic troubleshooting techniques and best practices to prevent recurring issues. Support onboarding and offboarding processes, including preparing equipment, creating accounts, and ensuring appropriate system access. Assist with provisioning, installing, and supporting infrastructure such as PCs, printers, and scanners. Assist in diagnosing and resolving issues with computer software, peripherals, and hardware. Communicate/escalate to higher-level support partners to expedite resolution as needed. Configure user accounts through active directory and other systems. Monitor and update company ticketing system to complete support tickets in a timely manner. Document support activities, resolutions, and troubleshooting procedures for future reference. Maintain compliance with company security policies, including password standards and endpoint protection practices. Complete other duties as assigned.

Skills and requirements:

1-3 years of Help Desk required. Knowledge of computing functions for Windows-based PCs; basic knowledge of Mac computers. Basic understanding of networking concepts (IP, DNS, connectivity). Understanding of basic cybersecurity and data protection practices. Knowledge of basic software packages, such as Microsoft Office products, Adobe products, content management systems, and learning management systems. General knowledge of hardware (computers, printers, cell phones) troubleshooting skills. Ability to work with people of varied technological skills. Ability to design and develop basic technology-based instructional training materials. Ability to understand instructional and technical processes, products or concepts, and communicate them effectively to a non-technical audience. Ability to understand, follow and apply general policies and procedures. Ability to work productively on several projects simultaneously. Ability to maintain confidentiality. Ability to use rigorous logic and methods to solve technical problems with effective solutions and document. Ability to demonstrate effective communication skills in both written and verbal formats. Possess strong interpersonal skills and commitment to customer satisfaction. Ability to perform under general supervision.

Physical Demands:

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 the essential functions. Must be able to move and position into tight spaces or under desks on a regular basis. Must be able to lift and move equipment weighing up to 40 pounds to various locations on a regular basis.

https:

//www.greenlight-connect.com/

Job Type:

Full-time Pay:

$27.00 - $32.00 per hour

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Experience:

Technical support: 1 year (Preferred) Ability to

Commute:

East Providence, RI 02914 (Required)

Work Location:

In person