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Position title
Technical Support Specialist

Position Overview:
The Technical Support Specialist provides assistance to users experiencing technical difficulties with software, hardware, or other technology systems.

General Purpose:
Resourcefulness is a necessary skill in this role. The Technical Support Specialist should be able to diagnose and resolve problems quickly. He should also have the patience to communicate with a variety of interdisciplinary teams and users. The primary goal of the Technical Support Specialist will be to ensure that our technology infrastructure is running securely, smoothly, and efficiently at times.

  • Fielding user support requests via phone, email, chat, or ticketing system and providing troubleshooting to resolve issues.
  • New user onboarding, user account creation, software preparation and hardware configuration
  • Guiding new users through software or system setup and orientation, ensuring they can properly utilize technology resources.
  • Performing basic maintenance on systems and hardware to ensure optimal performance. This may include tasks like updating software, running diagnostics, installing patches, replacing parts, etc.
  • Documenting support cases and escalating more complex technical issues to the appropriate teams.
  • Creating and maintaining support documentation, user manuals, FAQs, and knowledge base articles.
  • Providing feedback to improve user experience and identify recurring technical issues.
  • Staying up to date with the latest system updates, hardware, software, and technologies used by the organization.
  • Strong technical aptitude
  • Customer service skills
  • Communication abilities
  • Attention to detail.
  • Coordinates heavily with other IT teams to ensure users have proper technical support.
Additional Requirements
  • Demonstrated skills in collaboration, teamwork, and problem-solving to achieve goals.
  • Demonstrated skills in verbal communication and listening.
  • Demonstrated skills in providing excellent service to customers.
  • Excellent writing skills
  • A high level of integrity and trust
  • Teamwork
  • Critical Thinking
  • Troubleshooting
  • Attention to Detail
  • Problem Solving
  • Verbal and Written Communication
Employment Type
Job Location
Remote work possible
Date posted
July 10, 2024
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