Technical Support Specialist

Technical Support Specialist

Southwestern Family of Companies




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ABOUT THE POSITION

The Technical Support Specialist answers technical support calls and emails to assist users in solving problems with IT supported software and hardware.  This position instructs users on correct use of equipment and software and addresses equipment and software errors.  The Technical Support Specialist participates in scheduled projects, such as desktop upgrades, software rollouts, etc. This position must be professional, friendly, and maintain positive public relations.  The Technical Support Specialist reports to the VP of Information Technology and provides excellent service to team members and customers while demonstrating the company values and supporting the mission.

JOB DUTIES AND RESPONSIBILITIES:     

  • Answer support calls and respond to support emails in a professional and friendly manner
  • Determine scope of problems and make recommendation on course of action based on Service Level Agreement. Assign priorities for problem resolution.
  • Document and log issues into tracking system
  • Work with users to determine their needs and identify potential solutions
  • Implement solutions and resolve technical support problems timely
  • Resolve issues within timeframes documented in Service Level Agreement to include authorization issues, operating system assistance, company sponsored application support as well as Microsoft Office application support
  • Troubleshoot issues with pc software, hardware, printers, phones, network connection, Microsoft 365, mobile devices, etc.
  • Assists Senior Technical Support Specialist with projects and assignments

 

REQUIRED QUALIFICATIONS:

  • High school diploma with applicable certifications such as the MCSA and MCSE or practical technical experience
  • 2 years of experience in a technical support role
  • Experience with Microsoft Office products, Windows and IOS environments
  • Experience with Microsoft 365 cloud platform a plus
  • Must be capable of seeing a process through from beginning to end with a high level of accuracy
  • Must have strong analytical and problem-solving skills
  • Ability to effectively communicate technical information
  • Excellent customer service skills are required
  • Must be able to work well in a team setting
  • Ability to work on multiple projects simultaneously while accomplishing daily tasks
  • Effective oral and written communication skills and excellent interpersonal skills
  • Attention to detail, critical thinker and problem-solving skills
  • High standards for integrity, honesty, professionalism, and work ethic
  • Commitment to service excellence
  • Ability to work independently while demonstrating excellent organization and follow through
  • Demonstrate flexible and efficient time management and ability to prioritize workload
  • Ability and willingness to move with purpose and a strong sense of urgency
  • Self-motivated, positive, and enthusiastic
  • Self-starter with a strong desire to exceed expectations
  • Maintain confidentiality discretion
  • Ability to effectively work in collaboration with others to achieve business objectives
  • Willing to grow and be challenged
  • Attend training as requested

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