Technology Support Specialist

JOB SUMMARY

The Technology Support Specialist (TSS) is an integral team member responsible for supporting our clients’ networks and end-users.  This includes answering/making calls and sending emails, gathering details on issues/needs and creating service tickets. The TSS may provide simple solutions (ie – password resets, new user creation, PC setups) and transfer more advanced issues/tickets over to the Network Engineers. Details, thoroughness, and accuracy of information are of utmost importance and Client confidentiality must be maintained. This position is required to perform all duties and responsibilities in alignment with the Vision, Mission, and Core Values of the company.

ESSENTIAL JOB FUNCTIONS

  • Actively engaging support tickets and service calls no later than 8:00am, M-F
  • Answering calls promptly and responding to new tickets per standard target times
  • Expediting “Client Updated” tickets, treat as a communication priority
  • Utilizing C-W-C (Communicate – Work – Communicate) methodology to log time and document activities in ConnectWise
  • Utilizing C-W-C (Communicate – Work – Communicate) methodology to ensure clients, co-workers and management are updated
  • Communicating, always providing clients and management with a WHAWHN (What Happens After What Happens Next)plan
  • Responding quickly and accurately to all email and voicemail messages
  • Attending daily/weekly meetings and huddles
  • Completing additional tasks assigned by the Director of Service Delivery

GLOBAL COMPETENCIES

  • Quality of Customer Service – Enriches the lives of our clients through emotionally satisfying communication and superior service
  • Compliance – Complies with MTS and departmental rules, expectations, policies and procedures
  • Staff Development – Attends required training and/or certification programs within the specified time frames
  • Planning and Organizing Work – Effective and efficient utilization of time and resources
  • Dependability – Attendance, punctuality, reliability, integrity
  • Quality of Work – Accurate, neat, thorough
  • Initiative – Anticipates and responds to the needs of the client, company, and department
  • Relationship with Others – Respectful, cooperative, and effective in getting along with a diverse group of employees and clients
  • Adaptability – Effectively adjusts to change
  • Communication (written and oral) – expresses ideas/information in a complete, clear, concise, organized, and timely manner; actively listens to others and is open to suggestions; understands and is committed to practicing Communicate – Work – Communication (CWC) and preparing/communicating What Happens After What Happens Next (WHAWHN)
  • Accountability – Accepts responsibility for actions and job performance; without excuse
  • Positional Knowledge – Understands and utilizes available tools and resources in alignment with company Vision, Mission and Core Values

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

  • Microsoft and Apple operating systems, including understanding of Active Directory, Services, Remote Desktop Services, DHCP Server, DNS Server, and File Services
  • Microsoft 365 environment and Microsoft Azure
  • Understanding of virtualized environments, including VMware ESXi, Hyper-V and SANs
  • Windows desktop operating systems and user-level hardware and software
  • Exceptional customer service skills
  • Excellent verbal, presentation, written, and interpersonal communication skills
  • Strong time-management skills
  • Proven track record of being a problem solver and team player
  • Ability to work in a technically challenging environment
  • Ability to convey a professional image and deal confidently with technical problems
  • Ability to manage competing priorities in a complex and fast paced environment

PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES

  • Experience in technology support by phone/email and using a ticketing system
  • Hands-on experience with desktop computer support and basic network connectivity support
  • Experience in Microsoft 365 password resets, account creation/deactivation, and license verification
  • Experience using AI tools for advanced troubleshooting

REQUIRED QUALIFICATIONS/CERTIFICATIONS

  • Proficient with customer service, computer operating systems, and networking concepts

PREFFERED QUALIFICATIONS/CERTIFICATIONS

  • Associate/Undergraduate degree in Computer Science, MIS, ISQS
  • Current certifications with CompTIA A+, CompTIA A+Network.

WORK CONTEXT

  • Face-to-Face Communication
  • Telephone Communication
  • Write Emails and Notes
  • Meet Strict Deadlines
  • Responsibility for Outcomes and Results
  • Evaluate Information to Determine Compliance
  • Deductive Reasoning, Make Decisions and Solve Problems
  • Manage Processes, Resources

PHYSICAL DEMANDS

  • Lift
  • Carry
  • Sit
  • Drive

ENVIRONMENTAL CONDITIONS

  • Works indoors, may or may not have natural light
  • Works with others
  • Works with office equipment
  • Works with networking equipment
  • Works in a variety of network closets and server rooms

TRAVEL REQUIREMENTS

  • Occasional – as needed for equipment deliveries/pick-ups, on-site support/implementations

Contact Information

Have you ever been convicted of violating a law (other than minor traffic violations)?*
Can you, at the time of employment, submit verification of your legal right to work in the United States?*
Are you currently employed?*
Are you willing to relocate?*
Are you currently under legal obligation not to compete with a previous employer?*

Skills & Interest

Authorization & Certification