Provide technical support and expertise to end users of software and hardware systems
Monitor and respond quickly to service requests via phone or email
Complete a log for each service desk phone/email request in the Casella Service Desk application
Communicate with end users over the phone to walk them through the problem-solving process
Conduct research to understand, explain and resolve technological issues
Visit employee offices, when necessary, to physically identify issues and monitor and repair computer hardware or software issues
Schedule service requests with necessary vendors and confirm service completion and issue resolution
Participate in training and other learning opportunities to expand knowledge of the company, products, sales, and services

Candidates should have a bachelor's degree in IT or other related field or the equivalent in years of education and experience
Outstanding relationship management, communication, and effective listening skills coupled with excellent telephone presence
Ability to multi-task, manage multiple inquiries at once and provide organized, timely follow-up
Experience diagnosing, researching, and resolving basic technical issues is required
Microsoft Certification and technical level knowledge of MS Windows Desktop OS is helpful.

Technical Support Specialist

Key skills