Seeking an Associate Technology Support Specialist for a 100% Remote position. Training will be onsite.

Technology Specialists respond to and diagnose problems through discussion with users including problem recognition, research, isolation and resolution steps. Responsible for safeguarding confidential information and documenting issues and resolutions. The Technology Specialist has the experience and knowledge to resolve most complex problems.

Essential Functions

• Assist customers via phone, instant messaging and ticket support
• Under supervision, respond and diagnose basic issues and requests for desktop, server, mainframe, remote connectivity, and telephony applications/hardware
• Analyze, document, and resolve issues and requests
• Refer more complex issues and requests to more senior Technology Specialists
• Document and route level 2 and 3 issues/requests to appropriate teams. Assist level 2 and level 3 teams with identifying issues or implementing fixes to restore service
• Utilizes scripts and available tools when assisting customers
• Provide input to and modifies department documentation

Responsibilities

• Working knowledge of Microsoft Office Applications (Word, Excel, Outlook, etc.)
• Basic understanding of the following:
• Mainframe Operating Systems.
• Linux/Unix Operating Systems.
• Telephony Support Applications (Cisco Call Manager, etc.)
• Remote Connectivity Applications (Citrix, etc.)
• Faxination Solutions
• Microsoft Sharepoint
• Video Conferencing solutions and software (Picturetel, etc.)
• Ability to manage tasks independently and take ownership of responsibilities
• Ability to learn from mistakes and apply constructive feedback to improve performance
• Ability to communicate technical information clearly and articulately
• Ability to adapt to a rapidly changing environment
• High critical thinking skills to evaluate alternatives and present solutions that are consistent with business objectives and strategy
• Shiftwork required - Must be able to work day, night, and weekend shift rotations, which may include overtime and holidays.
• Technical Help Desk or Call Center experience.
• Working knowledge of Microsoft Office Applications (Word, Excel, Outlook, etc.)
• Ability to manage tasks independently and take ownership of responsibilities
• Ability to learn from mistakes and apply constructive feedback to improve performance
• Ability to communicate technical information clearly and articulately
• Ability to adapt to a rapidly changing environment
• Shiftwork required - Must be able to work day, night, and weekend shift rotations, which may include overtime and holidays.

Requirements

• 1+ years of relevant work experience
• Previous Helpdesk/Service Desk (phone/email/chat) experience in an enterprise environment
• Experience utilizing a ticketing system.
• Excellent communication skills.
• Exceptional Customer Service.

Required Education

• High school diploma or GED
• Bachelor's degree in a related field (preferred)