Network & Application Support Specialist

Description:

Summary

The Support Specialist's role is to ensure proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level. The Technical Support Specialists also installs, upgrades, repairs, and maintains computer equipment and peripherals (PCs, printers, fax machines, etc.).

Key Responsibilities

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Field incoming help requests from end users via both telephone and\or work orders in a courteous and prompt manner.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Performs hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, installing, and troubleshooting printers and configuring systems and applications.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.
• Ask internal customers questions to properly diagnose the problem.
• Prepares evaluations of software and hardware and submits recommendations to management for review.
• Perform related duties consistent with the scope and intent of the position.
• Other tasks as assigned.

Supervisory Responsibilities

No direct reports.

Requirements:

Qualifications

• Knowledge of basic computer hardware.
• Working knowledge of a range of diagnostic utilities.
• Good understanding of the organization’s goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.

Education and/or Experience

• High school diploma or equivalent.
• Experience support Windows PC systems.
• Strong interpersonal skills.
• Excellent problem-solving skills.
• Experience working in a team-oriented, collaborative environment.

Certificates, Licenses, Registrations

NA

Work Environment

• Sitting for extended periods of time. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components. Lifting and transporting of moderately heavy objects, such as computers and peripherals.