Technology Specialist I

Job Description

The Tier I Support will provide technical support to end users on desktop, server, and mobile
devices as well as maintain servers for many clients. Strong analytical, planning, organizing, and
problem-solving skills are needed to be successful in this position.

Objectives

* Assist with the planning, implementation, maintenance, and documentation of all facets of reliable, efficient, integrated IT services.
* Provide assistance and training to all clients in the use of computer networks, workstations, and server software.
* Assist with the management of client communications, IT, and software with primary responsibility for telephone and computer systems, and their integrations.
* Provide help desk support via phone, email, in person, and through our ticketing system for issues related to desktop & web software, hardware and peripherals.

Responsibilities and Duties

* Work within our helpdesk ticketing system to create detailed work logs and technical documentation.
* Use appropriate communication and documentation to inform your team of important incidents and problems that will help improve team performance. Inform and coordinate with clients regarding procedures that would interrupt, affect or interfere with their work.
* Escalate issues to Tier 2 as needed, as well as set customer expectations for follow-up (i.e. when to expect a follow-up contact and by whom).
* Participate in the on-call rotation as agreed by the Support team. When on call, be prepared to address technical issues during your scheduled time.
* Maintain good working relationships with client workers.
* Treat co-workers and members with respect and courtesy.
* Answer and respond to emails, helpdesk tickets, and phone calls

Qualifications
*Ability to handle and prioritize a lot of tasks each day.
* Strong fundamentals in Microsoft products, such as Windows and Office.
* Experience in Customer Service roles preferred
* Experience with Active Directory is a bonus
* Experience with Google Docs is a bonus
* Ability to produce user and troubleshooting documentation that other people can understand.