A Technical Support Engineer or Analyst provides technical support as a part of an organization's information technology department, or assists customers with technical issues related to computer or technology products. Helps to maintain company computer and phone networks and troubleshoot problems Helps clients diagnose and solve computer or technology system problems.
Chris Giles Description The Technical Support Specialist provides Tier 1 and Tier 2 technical support for the organization's PC and PC-related hardware/software needs, by phone, e-mail, in person, and remote-control tools. This role performs initial assessment, triage, research, and resolution of first- and second-level issues company-wide and, when supporting a specific site, serves as an on-site resource working alongside IT Engineering and Network/Server Administration teams to troubleshoot, implement, and deploy systems and applications for that location.
How You Will Help:
Serve as the primary point of contact for Tier 1/2 support requests; perform initial assessment, triage, and troubleshooting of IT equipment and applications, escalating complex issues as needed Diagnose and resolve hardware, software, and basic networking issues for PCs, laptops, printers/copiers, mobile devices, and peripherals Configure, deploy, install, and maintain computers, phones, peripherals, printers, and operating systems; install and support approved software; dispense toner, batteries, and related supplies Perform new-user setup and onboarding, including workstation, software, telephone service, and network printing configuration Manage service ticket queues and route issues to IT Engineering, Network/Server Administration, or other teams as appropriate; collaborate with those teams to resolve system and network issues Perform basic user and computer account administration (e.g., Active Directory) Complete site-specific "smart hands" requests, such as local Internet circuits, firewalls, network switches, wireless access points, and servers Support videoconferencing, telecommunications, LAN/WAN, and local Audio/Video equipment (e.g., conference rooms) Train and support end users on Microsoft Office 365 applications and collaboration tools (Outlook, Teams, OneDrive, etc.) Promote a safe workplace by performing all tasks in compliance with safety rules, procedures, and PPE requirements; report unsafe conditions or practices immediately Perform other duties as assigned
What You Will Bring:
Strong troubleshooting, analytical, and problem-solving skills across desktop, hardware, and basic networking issues Proficient in Microsoft Windows 10/11 (Desktop Administration) and Microsoft 365 Suite (Outlook, Excel, Word, PowerPoint, Access, OneDrive, Teams) Working knowledge of Active Directory user/computer account administration Basic knowledge of server systems, networking protocols, and hardware/software deployment tools Excellent verbal and written communication skills; able to adapt style to different audiences and deliver a high level of customer service Strong organizational and time-management skills; able to prioritize and manage multiple tasks with outstanding attention to detail Self-starter who works effectively independently and as part of a team, with minimal supervision Willingness to learn new skills and take on expanded responsibilities
Qualifications:
High school diploma or equivalent 2-5 years of Helpdesk/Desktop Support or Level 1-2 IT service administration experience
Preferred:
Associate or bachelor's degree in computer science, information systems, or related field CompTIA A+ Certification (or willingness to obtain within three months of hire) Manufacturing environment experience
What We Offer:
Medical, Dental, Vision and FSA are available 30 days following your start date 401k with company match is available after 90 days of employment Company-provided Life Insurance is provided for after 90 days of employment 3 PTO days after 60 days of employment (hourly and non-exempt positions only) 2 weeks of vacation after 6 months of employment 10 paid holidays - including your birthday! Paid weekly
