Support Specialist

We're looking for Support Specialists!

Responsibilities

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriate team.
• Record, track, and document the Managed Services Support problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Record time spent on all tasks, including troubleshooting steps, research, and remediation in the designated platform to ensure accurate reporting of labor against Managed Services client contracts.
• Answer to and perform transfers, additions, and change requests as they are submitted by members of management.
• Ensure that physical desktop connections are in proper working order.
• Develop and maintain an inventory of all monitors, keyboards, hard drives, printers, scanners, and other peripheral equipment.
• Apply diagnostic utilities to aid in troubleshooting.
• Create and maintain up-to-date documentation of existing and new client systems and environments.
• 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.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Provide network support on client systems.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Develop procedures and frequently asked questions lists for end users.
• Procure computer supplies as requested by IT management.
• Perform other duties as needed/assigned.

Qualifications

• College diploma or university degree in the field of computer science and/or equivalent work experience.
• Possess Microsoft Support Certifications (preferred).
• Familiarity with desktop and server operating systems, including Microsoft technologies.
• Proficiency configuring and troubleshooting networking appliances and devices such as routers, switches, and firewalls.

Knowledge, Skills & Abilities

• Working knowledge of a range of diagnostic utilities.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to present ideas in user-friendly language.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• Ability to absorb and retain information.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation for both internal and external customers.
• Experience working in a team-oriented, collaborative environment.

Working Conditions And Physical Demands

• Work in a fast-paced environment.
• Manage multiple tasks simultaneously.
• Work in an indoor office environment.
• Required to use hands to type, handle, feel or reach.
• Ability to sit for the majority of the workday.
• Required to use a keyboard and a mouse for the majority of the workday.
• Vision requirements include the ability to adjust focus and viewing a computer screen for the majority of the workday.
• The employee is required to talk in a clear, audible voice.
• The noise level in the work environment is low.

(*Note: This is a requirement for one of Scoutit's clients)

Skills: troubleshooting,management,documentation