Technical Support Specialist

GENERAL JOB DESCRIPTION

Under general supervision, provide technical software and hardware problem resolution to all Fairfield Glade employees by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment. Must be able to communicate technical solutions in a clear, user friendly, professional manner. Provide one-on-one end user training as needed. Conduct hardware and software inventory. Deploy hardware and software.

DUTIES AND RESPONSIBILITIES

Take all helpdesk calls from the computer user and create an initial record of the request. Resolves all level one end user problems over the phone. Create users and mailboxes in an Office 365 environment. Add and remove users from the system. Absolute confidentiality required. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue for ticket creation. Build rapport and elicit problem details from help desk customers. Prioritize and schedule resolutions to problems. Escalate problems (when required) to the appropriately experienced technician. Provide helpdesk support for software and hardware applications via E-Mail, phone, and other electronic medium; coordinate with IT Systems Manager as needed. Evaluate system potential by testing compatibility of new programs with existing programs and operating systems. Identify and learn software and hardware used and supported by the organization. Test fixes to ensure the problem has been adequately resolved. Perform post-resolution follow-ups to help requests. Document changes and fixes deployed as part of duties. Develop help sheets and knowledge base articles for end users and other technicians. Perform related duties consistent with the scope and intent of the position. Perform inventory of computers, toner, and other equipment along with user licensing audits. Security camera installation and support. Perform related duties consistent with the scope and intent of the position. Other duties as assigned.

EDUCATION AND EXPERIENCE

High School Diploma or equivalent. 1-3 years of work experience in a related field required

REQUIRED SKILLS AND ABILITIES

Excellent verbal and written communication skills. Excellent interpersonal and customer service skills. Understanding of administrative and clerical procedures and systems. Proficient with Microsoft Office Suite and related software. Proficient with copper network termination

REQUIRED LICENSES AND/OR CERTIFICATES

CompTIA A+ Preferred

PHYSICAL REQUIREMENTS

Prolonged periods of sitting at a desk Must be able to lift 45 pounds at a time (more with assistance) Crawl underneath desks to access computers and cables

HOSPITALITY EXPERIENCE

Our goal is to provide excellent guest service to our members, guests, team members and vendors at all times. Team members are expected to follow company established Hospitality Standards when dealing with others. Everyone should feel welcome, have a positive and entertaining experience, and be encouraged to return.