The Technical Support Specialist's role is to ensure proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level.
Primary Responsibilities: - Oversight and technical analysis of incoming end user service requests.
- Provide on-site support to MedExpress Administrative offices during regular business hours:
- Client desk side support
- Audio/ Video Conference room support
- Troubleshoot advanced hardware issues with PCs and peripherals:
- Desktop/laptop PCs
- Hardware Components
- Printers
- Scanners
- Deployment of new PCs and laptops
- Software image deployment
- Installation of additional application software
- Advanced Helpdesk troubleshooting tasks including, but not limited to:
- User account management
- File server/share management
- Exchange mailbox administration
- Network-based printers and multi-function device
- Fully documents problem symptoms and captures all relevant system and application information within the IT knowledge base system
- Independently resolves most problems/questions that arise, and consults with senior team members or other technical staff only on unusual or especially difficult issues
- Recognizes problem issues that affect multiple end users and work with other IT teams to prioritize and solve quickly
- Log all calls in the Service Desk ticketing systems
- Escalate all out of scope issues in adherence of SLA timelines
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
- Persistent review of the aging ticket queue to ensure SLA goals are achieved
Youll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
