Technical Support Specialist

Overview:

What We Do

We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.

Who We Are

Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

Why You Should Join Us

You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family.  Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive.  We value the importance of our employees’ emotional wellbeing. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days. 

Working under minimal supervision from the Director, Client Services, and referring only unfamiliar / undocumented issues for management review or approval, the Technical Support Specialist provides effective Tier 2 technical support and desktop application assistance for Connection workers in multiple, geographically diverse company buildings, home office locations and in support of Customer engagements. Key responsibilities of this position include responding to a variety of support requests in-person or remotely; performing technical troubleshooting; workstation builds/rebuilds; installing operating systems; software/hardware installs; patching systems and protecting against viruses/malware; and troubleshooting peripheral and mobile devices. Records technical issues and solutions in logs and analyzes customer feedback to develop recommendations for product / service enhancements.

Primary Job Duties:

• Provides effective Tier 2 technical support and desktop application assistance for Connection workers in multiple, geographically diverse company buildings, home office locations and in support of Customer engagements.
• Uses available technical tools, such as a knowledge base, remote management suite, and a service-management database, to support their work and will often deal with a wide range of users with varying levels of technical skill.
• Consults with departments to gain an in-depth understanding of their technology needs; provides ad-hoc training to the user community; and regularly creates documentation to contribute to the knowledgebase.
• Implements policies, procedures, and standards and ensures their conformance with information systems goals and procedures.
• Responds to a variety of support requests in-person or remotely; performs technical troubleshooting; workstation builds/rebuilds; installing operating systems; software/hardware installs; patching systems and protecting against viruses/malware; and troubleshooting peripheral and mobile devices.
• Creates alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function.
• Analyzes and makes recommendations for hardware and software standardization.
• Collaborates with product / service owner teams to ensure efficient operation of the organization’s workspace computing environment.
• Ensures collection of relevant data by recording technical issues and solutions in logs.
• Documents procedures, standards, best practice configurations, settings, installation sequences and back-out instructions.
• Analyzes user experience and provides feedback for product / service owners to recommend product / service enhancements and minimize the negative impact of change.
• Maintains an accurate inventory of IT hardware and software alignment to workers.
• Utilizes measures and metrics to recommend process improvements within Client Services
• Maintains current knowledge of the products and services offered to Connection workers
• Contributes to the design and implementation of measurements that defines the throughput and quality of the teams work products
• Develops, uses, validates and enhances standard operating procedures with an eye toward enabling self-help, self-service and automation
• Authors, uses and monitors the effectiveness of knowledge articles that enhance incident resolution and problem management.
• Performs all other duties or special projects as assigned.

Required Competencies:

• Advanced knowledge of desktop operating systems and the installation and debugging of software.
• Technical aptitude with ability to absorb and apply newly learned technical skills.
• Advanced knowledge of computers, networking, and workspace technologies is required.
• Intermediate knowledge of phone provisioning in a VoIP environment.
• Experience using remote desktop management tools, such as Bomgar, etc.
• Knowledge of desktop security and standards (security/networking).
• Experience with Microsoft Active Directory and group policies, data recovery tools, Microsoft Exchange, Office 365, MacOS, iOS, WINS, DHCP, DNS, and TCP/IP
• Customer oriented with ability to listen to and anticipate needs of the customer
• Attention to detail in composing, keying, and proofing professional business materials
• Proven working knowledge of IT relevant tier level support with ability to read, understand and communicate on-line Standard Operations Procedures.
• Demonstrated intermediate experience in one or more of the following
• Creating and updating technical support documentation in a formal knowledge base.
• Creating and or delivering end user training on technology.
• Providing dedicated advanced support to executive/VIP clients with specialized, non-standard technology needs.
• Performing IT user administration and account management.
• Systematic advanced reasoning skills with ability to define problems, collect data, establish facts, and draw valid conclusions
• Adaptable with ability to handle multiple tasks working with various departments and conflicting priorities
• Articulate with proficiency in English and ability to provide professional verbal and written communication
• Decisive with ability to troubleshoot, prioritize and escalate problems effectively.
• Interpersonal skills with ability to work well within geographically diverse teams, to communicate regularly with other technicians to solve computer related problems, to convey necessary information accurately, to listen effectively and to ask relevant questions where clarification is needed.
• Proactive with ability to analyze needs and identify ways to improve computer services to the organization
• Resolute with ability to maintain a strong sense of urgency
• Self-controlled with ability to work calmly in difficult situations and to perform well under stress when confronted with an emergency, criticism or an unusual customer situation