Support Specialist

» Support Specialist
Information Technology
in Tampa
, FL
Reference: 19-01687

Summary:

Provide technical support to all the organization’s staff, supporting hardware, software and other systems. Using their technical knowledge, the candidate will troubleshoot issues, determine the source and advise on appropriate action for resolution.

Primary Responsibilities: 

  • Assist inquiries via phone, email, ticket or in person
  • Troubleshoot and research all issues reported
  • Determine source of problems (hardware, software, user access, etc.)
  • Advise on appropriate action for resolution
  • Document entire exchange
  • Serve as liaison between staff and the rest of the technology departments
  • Work autonomously or with a team on technical projects
  • Work not only reactive but also proactive on potential issues that may arise
  • Work with current knowledge-base documentation on validity of information documented as well as updating current and creating new knowledge-based documentation

Additional Responsibilities:

  • Perform hardware and software installations
  • Provide on-the-job training to new department staff members
  • Lift equipment such as desktops or laptops and delivered parcels
  • Assist on other duties as required or directed

Knowledge and Skill Requirements:

  • Voice skills that are pleasant, professional, clear and easy for one to understand; this includes the ability to communicate using correct grammar
  • Writing skills that are pleasant, professional, clear and easy for one to understand; this includes the ability to communicate using correct grammar
  • Candidate should be able to type proficiently while participating in a conversation
  • Listening skills that include the ability to actively listen and patiently wait to speak
  • Willingness to learn and expand on technical knowledge
  • Eagerness to help others and provide the best possible service in a timely manner
  • Work well autonomously or in a team environment
  • Flexibility with tasks and work schedule to assure proper coverage
  • Accept direction well from department manager and coworkers

Education:

  • High School diploma and one current technical certification or Associate or Bachelor’s degree in a technical field or Associate or Bachelor’s degree in other non-technical field with a minimum of one current technical certification

Experience: 

  • Minimum if six months of recent, uninterrupted, continuous professional experience in technical support or customer service role

Working Conditions:

  • Working conditions are normal for an office environment
  • Work requires almost exclusive work sitting using a telephone headset and computer