Technical Support Specialist

Job Locations 4 weeks ago(1/24/2018 3:48 PM)
Requisition ID
2018-16142
Posted Date
Corp IT
Category
1545 NW Peachtree St

Overview

The Technical Support Specialist I role, performs level 1 service delivery in the shared services IT Support team. This is a customer-first role, in which the tech must be able to answer and act upon basic support requests and provide information to the senior staff for escalation as necessary. This requires a full understanding of procedures related to the identification, prioritization and resolution of employee support requests, including the monitoring of the IT tickets and coordination of IT support functions. The support estate for this role is located within four North American locations (NYC, ATL, CHI and LA as well as mobile users.)

Responsibilities

  • Problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to senior technical staff
  • Analyze operating environments to resolve performance issues
  • Ability to resolve complex problems through the use of troubleshooting skills and log analysis
  • Basic Knowledge of current MS Windows, MacOS and Office technologies
  • Basic understanding of TCP/IP, DHCP and DNS, including the capacity to troubleshoot problems
  • Managing A/V conferencing systems, including troubleshooting and staff training
  • Experience managing print queues and shared print environment operations
  • Log and track issues in ITIL based support delivery system
  • Support of a mobile workforce including laptops, mobile devices, and peripheral equipment
  • Other tasks as directed by IT Service Delivery Supervisor

Qualifications

  • Capacity to deliver a high level of user satisfaction through accurate and timely follow up, relationship building, and good communication across multiple business units
  • BS degree in Computer Information Systems or equivalent experience
  • Knowledge of Windows and Mac OS
  • Experience with SCCM client management a plus
  • 0-2 yrs. IT support experience preferred.
  • Desirable certifications: A+, Network+, Apple Support Essentials

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