Technical Support Specialist

Job Title: Technical Support Specialist

Department: Information Technology

POSITION SUMMARY:

Technical Support Specialist will provide technical assistance to computer system users. Investigate and resolve computer software and hardware problems of users. Answer user’s inquiries in person, ticket, chat, email and via telephone concerning the use of computer hardware and software.

ESSENTIAL JOB FUNCTIONS:

• Provide quality technical telephone and chat support to end users on common computer system or hardware problems or questions.

• Enter and maintains accurate descriptions for all communications requesting support.

• Work with co-workers to research problem and find solutions.

• Coordinate vendor hardware and software service when necessary.

• Install personal computer hardware and peripheral components, and software.

• Load specified software packages, such as operating systems, word processing, or spreadsheet programs into computer.

• Trouble shoot software packages.

• Coordinate installation of hardware and software and implementation of procedure changes.

• Working knowledge of change control processes and procedures.

• Ability to multitask under a changing & demanding environment.

ESSENTIAL JOB REQUIREMENTS:

• 5 years technical experience in computer or network support

• Some higher education and/or certs a plus

• Solid foundation of Windows and Mac operating systems

• Trouble shooting skills.

• Work evening hours & weekends

• Ability to work within a Trouble Ticket environment.

• Working knowledge of Retail POS Support, a plus

• Knowledge of computer applications, network gear, hardware & software, and telecommunications platforms.

• Knowledge of user support techniques.

• Working knowledge of the principles and practices of customer service.

• Ability to communicate effectively, both orally and in writing.

• Ability to maintain effective working relationships.

• Throughout extended periods, must be capable of sitting, squatting, standing, kneeling, bending, or walking throughout the workday. Must be capable for working in front of a computer for extended periods of time.

• Self-motivated

• Team player

Position Type and Expected Hours of Work

This is a Hybrid full-time salary exempt position located in the Phoenix Metro area, Arizona. Days and hours of work are Monday through Friday (which may change as business demands), 8 AM to 5PM after hours work will be required as job duties demand. Travel will be required to sites both within and outside of Arizona.