Technical Support Specialist

Technical Support Specialist

Information Technology

Responsibilities

Strategy & Planning

• Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.

Acquisition & Deployment

• Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase.
• Write technical specifications for purchase of PCs, desktop hardware and related products.

Operational Management

• Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
• Knowledge and ability to manage the data backup and restoration process.
• Assess the need for and implement performance upgrades to PC's.
• Collaborate with Network Administrators to ensure efficient operation of the company's environment.
• Utilize the company's ITSM platform to triage and complete support tickets as they come in through email, phone or walk-up requests.
• Answer to and perform moves, adds, and change requests as they are submitted.
• Provide LAN support including the connections between Production PC's and Printers.
• Develop and maintain an inventory of all IT assets using the company's Asset Management system.
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
• If necessary, liaise with third-party support and PC equipment vendors.

Position Requirements

Formal Education & Certification

• Google IT Support Certification, CompTIA A+, or other related helpdesk certifications are a plus.

Knowledge & Experience

• Excellent technical knowledge of PC and desktop hardware and software including Microsoft Office Suite (Excel, Word, PowerPoint).
• Excellent technical knowledge of PC internal components.
• Hands-on hardware troubleshooting experience.
• Experience with Helpdesk system management.
• Working technical knowledge of current protocols, operating systems, and standards, including Windows 10 and Windows 11.
• Experience working within an Active Directory environment.
• Ability to install software and hardware components, and peripheral devices.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.

Personal Attributes

• Ability to conduct research into PC issues and products as required.
• Effective interpersonal skills and relationship-building skills.
• Strong communication skills.
• Ability to present ideas in user-friendly language.
• Understanding of the organization's goals and objectives.
• Analytical and problem-solving abilities, with keen attention to detail.
• Self motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Strong customer-service orientation.

Work Conditions

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.

Bremen , GA

2+

Associates Degree