Technical Support Specialist

Description

The technical support specialist will be responsible for the setup of individual laptops and tablet hardware. The role will be an initial point of contact for technical support calls received by phone, e-mail or ticketing system. This includes installing, diagnosing, repairing, maintaining, and upgrading laptop / desktop / tablet hardware and other IT equipment to ensure high level of performance. Provide support to end users with an exceptional degree of customer satisfaction, technical knowledge and timeliness either by resolving the issue or by delegating and coordinating efforts with other members of IT team.

Schedule : Monday - Friday 2nd shift. On call shift differentials possible.

Position is hybrid, candidate must be in DFW area.

Essential Functions :

• Assist with installation and troubleshooting of applications used by end users on their equipment.
• Responsible for responding to queries either in the ticketing system, over the phone or in person.
• Reviews daily work tickets to avoid overdue tickets.
• Monitor daily performance of computer systems; Run diagnostic programs to resolve problem.
• Able to troubleshoot and walk customers through problem-solving process.
• Clean up computers; Install, configure, modify, and repair computer hardware and software.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware; Respond to customers seeking help.
• Perform installation and maintenance of laptops, desktops, tablet computers and other IT equipment.
• Create and distribute network related information to users, such as new account information; as well as, activating and deactivating user accounts.
• Perform additional duties and projects as assigned.

Requirements

Education / Experience Requirements :

Qualifications / Skills :

Work Environment : Subject to many interruptions. Occasional pressure due to multiple calls and inquiries. This position can be high paces and stressful; must be able to cope mentally and physically to atmosphere. Work requires spending approximately 90% or more of the time inside a building that offers protection from weather conditions but not necessarily from temperature changes.