Technical Support Specialist

Position Summary and Responsibilities:

Working remotely, the Technical Support Specialist will be responsible for configuring, installing, maintaining, and managing computer hardware and software systems; resolving tickets representing user-generated technical requests or problems and troubleshooting technical processes and issues to maintain productivity; and providing 1st level technical support to staff.

The successful candidate will:

• Collaborate with technical staff and management to establish goals and objectives for system improvements and upgrades.
• Create and implement new processes and guides to improve efficiency and user
• Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure user satisfaction.
• Demonstrate strong customer service skills and respond to user needs within a timely
• Develop training manuals and troubleshooting procedures to help both support personnel and end users interact properly with hardware and software.
• Install and maintain hardware, software, and other equipment to meet user needs, routinely observe operational performance, and install updates when necessary.
• Maintain detailed records of daily interactions with users, installation/update activities, reported issues, and completed solutions along with any further actions required of management or repair personnel.
• Maintain current knowledge of technological advances in computers and peripheral equipment, software, operating systems, and networks including knowledge of PC and MAC operating systems and Google workspace applications.
• Perform helpdesk duties; respond to inquiries; create work orders and assign to appropriate staff; resolve issues as required.
• Prepare hardware, software, and procedural
• Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation.
• Troubleshoot malfunctions of hardware and/or software applications for the purpose of resolving operational issues and restoring services.
• Work under limited supervision following standardized practices and/or
• Leading, guiding, and/or coordinating
• Operating within a defined