Sr Tech Support Specialist
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Job Info

*Description:*




* Under general supervision, provides first-tier support to end users with hardware, custom and third party software applications, networks, telephony systems, AS/400, and application security issues.

* Documents initial analysis and data gathering of issues.

* Documents resolution to reported problems.

* Acts as first point of contact for end users at Help Desk and escalates more complex problems to Level 2 support.

* Assists end users with issue, by working at end user stations to resolve issues.



*Ideal Background:*




* High School graduate either in college (A.S or B.S) or about to graduate. Looking to get there foot in the door of a major organization doing level 1 phone tech support.



*Experience:*




* If they happen to have Active Directory experience, that would be a plus. Any IT \ Computer call center experience would be good as well (Geek Squad, Dell, etc.).



*Top Requirements:*




* a. Computer Repair \ Troubleshooting

* b. Customer Service Background (Phone Preferred, but face to face is fine too)

* c. Quick learner and able to multitask. (Example: Help a user on the phone while remoted into another user PC installing a software package)

US Citizenship is required for federal clearance.



*Team and Team size:*




* Currently a mix of 41 on shore and off shore employees performing tier 1 and tier 2 help desk support.



*BASIC FUNCTIONS:*




* Works with internal customers to answer the Help Desk telephones in a professional, courteous, and timely manner. Provides technical assistance to end users for software applications, desktop/laptop computer hardware, and peripheral devices. Acts as first point of contact to end-users.

* Applies general knowledge of hardware, custom and third party software applications, networks, telephony systems, Windows AD, AS/400, and application security to analyze and prioritize issues.

* Works with Tech Services Supervisor in logging all calls in the Help Desk database. Escalates urgent problems for resolution to Supervisor or Management and documents resolution to reported problems. Utilizes knowledge bases and documentation to debug issues.

* Works with predefined procedures (escalation paths, service level agreement guidelines, definition of issue type, priority and impact) for the Help Desk.

* Works with remote end users to debug issues and provides solutions or escalate issues as determined necessary.

* Works with end users to set expectations on time to resolve more complex issues and follows up with end users on status of issues. Tracks escalated workflow.

* Works with Help Desk team in sharing information on open issues requiring follow up with the technician who has the next shift or Second level.

* Sets up new hires in a timely fashion and removes access from terminated associates.

* Performs other duties as assigned by management.



*Interview Process:*




* a. How many rounds?

* Max of 2, if interested in the candidate there will be a second interview with Doug and myself, initial interviews will be just myself.

* b. Video vs. phone?

* Phone

* c. How technical will the interviews be?

* Interviews will be 15-30 minutes with a mix of technical, background, and personality questions.