Technical Support Specialist
Salary undisclosed
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Position: Technical Support Specialist
Reports to: Director of IT
Job Location: Community Support Office – Atlanta
Job Summary
Provide direct, first-line telephone and e-mail support for all computer hardware, software, and application related problems at remote sites and corporate locations
Duties/Responsibilities
Incident Resolution
Resolve all Incidents assigned within established SLA’s
Accuracy
Follow up on resolved incidents and ensure appropriate resolution
Service
Positive feedback from internal and external customers
Education & Certifications
Values Driven-ethics, integrity; Excellent attention to detail, Strong organizational ability, Results Oriented - motivated, focused; Problem Solver - analytical; Dependable; Honest; Positive; Servant Attitude
Reports to: Director of IT
Job Location: Community Support Office – Atlanta
Job Summary
Provide direct, first-line telephone and e-mail support for all computer hardware, software, and application related problems at remote sites and corporate locations
Duties/Responsibilities
- Utilize Help Desk software to log service calls, provide detailed documentation for all customer interactions and final resolutions
- Ability to troubleshoot and resolve technical issues in a timely manner
- Travel to remote locations to assist in systems upgrades, new deployments, and onsite troubleshooting when required.
- Adhere to policies, procedures, and standards as it relates to call handling, issue processing, and documentation
- Work with Senior IT support personnel to perform Level I break/fix analysis which involves troubleshooting and correcting problems in a timely manner and determining when escalation is necessary.
- Follow up with senior team members when problems are escalated for resolution.
- Refer and assign unresolved issues to appropriate group(s)/individual(s)
- Identify and define improvements to documentation as it relates to trouble-shooting processes
Incident Resolution
Resolve all Incidents assigned within established SLA’s
Accuracy
Follow up on resolved incidents and ensure appropriate resolution
Service
Positive feedback from internal and external customers
Education & Certifications
- Bachelor’s Degree in Information Systems or related field preferred
- Relevant work experience
- Proficient in Microsoft Office Suite
- Organized and detail oriented; must be a self-starter
Values Driven-ethics, integrity; Excellent attention to detail, Strong organizational ability, Results Oriented - motivated, focused; Problem Solver - analytical; Dependable; Honest; Positive; Servant Attitude