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Technical Support Specialist I

Technical Support Specialist I

Job Description

Triage and diagnose technical issues to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. Acquires administrative and support knowledge of all IT services and other Lab applications supported by IT. Evaluates, recommends, installs, troubleshoots and maintains computers systems hardware and software to support research and business activities. Interacts with vendors in the evaluation and selection of products and with the vendors support teams to resolve technical issues. Recommends changes in procedures. Participates as a team member in IT cross-functional and Lab wide projects.

Job Requirements

Systems Administration. Installs and maintains Windows, Macintosh and Linux operating systems and related applications to meet user requirements and to ensure stable performance. Develops and implements system standards for computer operation within the Research, Administration and Production areas. Responsible for dealing with hardware and software vendors. Requires knowledge of TCP/IP networking and LAN troubleshooting skills from the station plate to the device. Provides system administrative functions for servers and services provided by the Service Desk including PATCHING, SAV, and others to be assigned. Follows ITIL Incident, Problem and Change Management Processes. Maintains current industry knowledge relative to IT Support responsibilities through courses, webinars, books and self-study.  Technical Hardware and Software Support Analysis. Analyzes, troubleshoots, repairs and maintains computer systems hardware, operating environments, application software, station plate to device networking and peripheral equipment (Printers, Telephones, etc). Reviews system operations and provides technical direction and recommendations to improve utilization.  Service Desk Support. Supports users/user groups on all aspects of user reported problems including software, hardware and peripheral equipment such as printers in a multiplatform environment. Analyzes reported problems and makes recommendations for standard installation modifications to minimize support call frequency. Understands and applies customer service skills needed for each support scenario.  Participates in a rotation of phone coverage and after-hours on call support.  Willing and able to escalate appropriately inside and outside the IT organization.  New Technology Research. Researches changes, updates and trends in IT processes and procedures as they apply to IT infrastructure and environment. Responsible for evaluating new technologies and applications. Recommends, helps plan and executes implementations.  Communicates clearly, consistently and frequently to direct manager trends and status. Required Experience

College degree or trade school certification in IT related field required. Level I- must be willing to obtain vendor certification as soon as training and test examination is available. Two to four years for level I of demonstrated successful professional experience supporting personal computers and small multi-user systems in a business or academic environment. Possess and applies broad knowledge of IT principles, practices and procedures to the completion of difficult assignments. Must follow ITIL Processes. Skills in organizing resources and establishing priorities as well as multitasking. Effective interpersonal relations skills sufficient to permit incumbent to effectively work with a broad range of people from a wide variety of professional disciplines. Ability to communicate clearly and concisely with others, orally and in writing as well as the ability to translate technical knowledge to personnel with a broad range of experience/expertise levels. Ability to apply industry best practices in customer service skills.

Job Snapshot

Employment Type Full-Time
Job Type Information Technology
Education Not Specified
Experience Up to 4 year(s)
Manages Others Not Specified
Industry Other Great Industries
Required Travel Not Specified
Job ID 4054
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Technical Support Specialist I

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