Provides phone, remote, and desk-side technical support to users in the areas of e-mail, directories, standard MS Windows desktop applications, and network connectivity.
Provides personal computer support, problem analysis, and hardware/software installation and configuration.
Interacts daily with customers to ensure productivity; provides individual feedback.
Responsible for scheduling and coordinating all training activities.
Maintains and posts daily event calendar; prepares and advertises future Help Desk event calendar.
Contacts hardware and software vendor representatives to solicit and arrange product demonstrations.
Maintains collection of technical publications pertaining to state-of-the-art hardware and software products and other materials.
Monitors team productivity and quality; provides individual feedback.
Prepares and delivers employee and customer coding and data entry training.
Maintains and verifies daily statistics; generates daily statistical reports.
Maintains an audit trail and statistical records of all problems and conditions reported by the client.

Public Trust Clearance by start date.
2
7 years of experience and high school diploma
At least one (1) year experience with Windows desktop support.
At least two (2) years experience working knowledge of remote tools.
Experience supporting industry standard software products.
Experience as a remote worker demonstrating time management and self discipline with cultural change management and Agile mindset.
ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
Proven ability to work independently in a full and/or partial remote environment with limited supervision and may supervise/lead others.
Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.

Technical Support Specialist

Key skills