Tech Support Specialist

POSITION OVERVIEW

This position provides a primary level of support to end users. The Technical Support Specialist position provides technical assistance to internal users. Performs a variety of maintenance, software installation, end-user support and training tasks to ensure end-user workstations and applications meet company and user requirements. Troubleshoots computer, application, printer and peripheral problems and resolves via telephone, in-person, e-mail or through remote access. Documents and tracks each issue in electronic help desk ticketing system. Coordinates with vendors on warranty related defective products. Conducts regular computer orientation training for internal office users.

ESSENTIAL FUNCTIONS:

• Models and promotes both internally and externally the mission, philosophy and values of InVision Human Services.
• Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network.
• Acquires, maintains and demonstrates current knowledge and competency.
• Performs workstation and mobile device administration and management.
• Performs user account management including password change, requests for domain access and various user applications.
• Oversees the daily activities related to applications, workstations and printer usage.
• Provides daily internal applications, workstation, printer and peripheral help desk support in person, via telephone, help desk ticketing system, remote access and remote site visits.
• Identifies and escalates priority issues by redirecting high-level challenges to the appropriate resources.
• Demonstrates an active effort to foster and promote a team-oriented, collaborative environment.
• Organizes ideas and communicates information in a style appropriate to the audience and situation.
• Deploys workstations, endpoint software applications and OS and application updates using endpoint management and imaging applications.
• Maintains Technology inventory and software licensing and works with management to ensure effective procurement and disposal.
• Installs and performs minor repairs to desktops, laptops, printers and other peripherals as needed.
• Answers user inquiries regarding computer software or hardware operations to resolve problems.
• Develops knowledge base articles related to common usage of hardware and software in our environment for internal users.
• Confers with staff and management to recommend new system improvements, requirements or modifications as needed.
• Refers and coordinates warranty related hardware and software problems or defective products to vendors.
• May assist with application configuration/scripting, reports development, server maintenance, security and network projects and activities on an as needed/available basis.
• Performs other duties as assigned by Manager

EDUCATION and/or EXPERIENCE:

Requires an Associate's degree or equivalent experience; 1-2 years customer software and/or hardware technical support or help desk experience preferred. Understanding of Microsoft Windows 11 operating systems, MS Office 2019 and O365. Understanding of basic networking infrastructure. Basic knowledge of Microsoft Active Directory, VMware virtualization and Microsoft Exchange.

Other Requirements:

• Must demonstrate stress tolerance, resilience and empathy in difficult situations
• Possess excellent oral and written communication skills
• Possess excellent critical thinking and problem-solving skills
• Must manage multiple requests and tasks
• Have the ability to prioritize effectively and manage shifting priorities
• Must be willing and able to work in a strong team-oriented environment
• Escalate issues when necessary, in a timely fashion
• Must be a self-starter able to work online or offline hours with minimal or no supervision.
• Must have reliable transportation for periodic regional travel.
• Successful completion of motor vehicle records and background check.

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is regularly required to sit, talk or hear and frequently uses hands to finger, handle or feel, reach with hands/arms. The employee is occasionally required to stand; walk and stoop, kneel or crouch, and may lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

All job requirements listed indicate the minimum level of knowledge, skills, and/or ability deemed necessary to perform the job proficiently. This job description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Employees may be required to perform any job-related function as directed by their supervisor.