Growth and Opportunity are terms that describe any great job. This Technical Support Specialist II position encompasses those terms. Work for one of our favorite clients in the Healthcare industry, located in the Columbia, SC area. We are looking for a candidate that works well in a team environment and who is seeking stability in a job. Sincere, down to earth, and someone with the understanding of the importance of hard work is greatly cherished with our client.
This position requires a security clearance, which requires U.S. citizenship
40% Troubleshoot and restore technical service and equipment problems by analyzing symptoms using documented processes. Complete customer requests and provide guidance in resolution of application, hardware, and software problems. Determine business impact of requests and escalate to higher-level professionals when necessary.
20% Maintain knowledge database and call tracking database to enhance quality of problem resolutions. Keep apprised of changes in technology and processes by ensuring knowledge and documentation is current and centralized.
20% Proactively monitor various systems to catch problems before they become outages and to ensure the health and availability of systems, servers, network, etc.
15% Analyze data to gain a better understanding of business impact. Conduct a gap analysis to respond to and align with customer business needs.
5% Perform other job related administrative duties as needed.
Bachelors or Associates degree in Comp Sci, IT, or job related degree OR
2 years- job related work exp in IT Technical Help Desk, Call Center environment (Must have 1 yr. in IT call center)
2 years- job related work exp in IT Technical Help Desk, Call Center environment
1 year- IT Technical Help Desk or in-bound Call Center environment experience (concurrent with above)
Able to provide technical advice, guidance, & informal training to customers using hardware and software programs