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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

  • 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

Success Metrics

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

Experience

  • Relevant work experience
  • Proficient in Microsoft Office Suite
  • Organized and detail oriented; must be a self-starter

Core Competencies

Values Driven-ethics, integrity; Excellent attention to detail, Strong organizational ability, Results Oriented - motivated, focused; Problem Solver - analytical; Dependable; Honest; Positive; Servant Attitude