The Technical Support Specialist is responsible for resolving complex and non-complex helpdesk tickets in a timely fashion. Additional duties include installation and maintenance of hardware and software applications, documentation, asset tracking, assisting with account setups, and desktop management.
Essential Job Responsibilities:
- Performs secondary level investigation and resolution of complex helpdesk tickets as well as other helpdesk tickets in the system.
- Develops workarounds and interim solutions for known issues to minimize user disruption.
- Evaluates various alternatives to resolve known issues and recommend best course of action to IT Leadership.
- Serves as lead in the development and maintenance of knowledgebase; determines what documentation should be added, and reviews and modifies existing documentation to ensure it remains current.
- Manages Desktop images including creating, updateing and applying security patches to the image files.
- Responsible for asset management of desktop computers (moves, adds, changes) and updates the asset database.
- Maintains high level of knowledge of business line applications, workstation and server operating system, Active Directory and clear understanding on networking.
- Helps build and manage Active Directory accounts.
- Coordinates and implements training for employees on network usage and application software.
- Provides technical and implementation support to network users.
- Performs installation and minor repairs to hardware.
- Performs other duties as assigned by the Information Technology Manager.
Essential Job Qualifications (Knowledge, Education, and Training Requirements):
- A Bachelors Degree or equivalent background and work experience in the computer field.
- Excellent organizational skills with the ability to multitask.
- Excellent customer service skills
- Ability to follow through and complete approved projects and resolve problems to the satisfaction of the customer.
- Experience diagnosing network failures.
- Experience troubleshooting and correcting complex hardware and software problems.
- Knowledge of Active Directory.
- Ability to interact effectively with all staff (non-technical and technical).
- Ability to follow through and complete approved projects and resolve problems to the satisfaction of the customer.
- Ability to plan and design training classes.
- Excellent written and verbal communication skills to both technical and nontechnical audiences.
- Physical Demands - Able to exert up to 35 pounds of force occasionally (up to 1/3 of the time); to lift, carry, push, pull, up to 35 pounds occasionally; to sit for the majority (1/3 – 2/3) of the time, but may involve brief periods of time involving walking or standing; to use keyboard frequently (1/3 to 2/3 of the time.
Mary Free Bed is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, genetic information, veteran status, disability or other legally protected characteristic.
