Technical Support Specialist

Job Overview Join our dynamic team as a Technical Support Specialist where you'll engage directly with end-users to effectively identify, prioritize, and resolve a wide array of hardware, software, network, and application issues. Your expertise will follow the best practices and guidelines provided by our organization. Key Responsibilities Field support calls, IT Service Requests, and various communications to deliver excellent customer support for all computer systems and determine appropriate escalation for complex issues. Ensure adherence to information technology policies, principles, and practices while reinforcing Service Level Agreements to manage end-user expectations. Document and resolve problems with the help of our service management system, while monitoring alerts and notifications, and responding through service tickets. Meet performance metrics, including Service Level Agreements and customer service statistics. Provide problem resolution for IT service requests, utilizing diagnostic tools and offering hands-on support at the desktop level when necessary. Be available for on-call duties and after-hours responsibilities as required. Qualifications Education: Associate's degree in Information Systems, Business, or a related field from an accredited institution, along with two (2) or more years of relevant customer service experience, or an equivalent combination of education and experience. Knowledge, Skills, and Abilities: Excellent verbal and written communication skills; outstanding interpersonal and customer service skills; strong phone etiquette with an ability to manage calls professionally and efficiently. Proficient understanding of basic computer hardware, Windows operating systems, and software applications. Ability to communicate effectively with both end-users and technical staff in a clear, user-friendly manner. Strong problem-solving skills with a proactive approach to using industry best practices in timely support scenarios. Proficient in Microsoft Office applications and capable of performing PC testing, troubleshooting, software installation, and repair. Willingness to travel up to 20% of the time as needed. Physical & Environmental Requirements This role requires light physical effort in a primarily sedentary environment, which may involve lifting, carrying, pushing, or pulling items of light weight (up to 20 pounds). The work is typically performed indoors with no exposure to adverse weather conditions or hazardous elements.