Tech Support Spec-IT Tech

The Technical Support Specialist will provide professional customer service and technical support to all levels of staff, including remote and on-site users. This position is the first line of assistance and is instrumental in maintaining business continuity. S/he will be responsible for gathering information, troubleshooting issues and resolving issues in a timely manner. S/he will exhibit excellent problem-solving, communication and interpersonal skills, along with patience, a positive, customer-friendly attitude and the ability to work in a team environment.

• User administration duties.
• Troubleshoot software and hardware issues and resolve daily support issues.
• Provide excellent customer service by responding to inquiries via telephone, email or in person from internal employee customers.
• Configure and support various user devices such as PC’s, laptops, printers, smartphones and tablets.
• Configure and support various operating systems such as Windows 11, IOS, and Android.
• Configure and support a variety of connectivity such as LAN, WAN, WiFi, VPN, Internet, cellular, etc.
• Install and configure applications and operating system software and upgrades/patches as needed.
• Identify and document problem resolution for end users.
• Track and document time, details, status and resolutions on a daily basis.
• Use of remote tools to support user devices.
• Perform projects and other duties as assigned.

• In progress of degree in Computer Science, MIS or related field.
• Expertise in desktops, networks, mobile devices, connectivity, etc.
• Knowledge of:
  • Windows 11 operating systems, Microsoft Office 365, and Entra ID.
  • Apple and Android mobile devices
  • Connectivity troubleshooting skills.
• Excellent customer service skills and proven ability on follow-up commitments.
• Excellent verbal and written communication skills; strong analytical and problem-solving skills.
• Ability to prioritize, multi-task, take initiative, and problem solve while maintaining attention to detail.
• Proficiency in Microsoft Office 365.
• Bilingual (Spanish) preferred but not required.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand, sit, kneel, walk, talk, see, hear, push, pull, climb, bend, and stoop. The employee frequently is required to stand, walk, climb, use manual dexterity to operate tools used in the course of work and typical office equipment, hear sufficient to hear conversations in person and via telephone and radio, and vision sufficient for distance sight and to read diagrams, manual reports, rules, regulations, laws, and plans. The employee is occasionally required to reach, push, and pull with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Physical dexterity may involve stretching, proper placement of legs, and use of arms and hands in repetitive motions. The employee must be able to maintain constant alertness to the multiple concurrent activities occurring at the site, including the activities of other employees and contractors, the operation of stationary equipment, and the movement of mobile equipment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

EOE M/F/V/D

DFWP