Technical Support Specialist

Position Summary

The Technical Support Specialist is responsible for providing technical support and expertise to end users of software and hardware systems. The incumbent provides effective diagnostic evaluation of customer needs and responds promptly and appropriately to each technical issue or inquiry, resolving them to the user’s satisfaction.Hiring Range: $48,000 - $60,000 per year based on experience

Key Responsibilities

• Monitors and responds quickly to service requests via phone or email and obtains all necessary information to properly address end users’ inquiry.
• Completes a log for each service desk phone/email request in the Casella Service Desk application to ensure proper tracking and prioritization.
• Communicates with end users over the phone to walk them through the problem-solving process.
• Conducts research to understand, explain and resolve technological issues.
• Visits employee offices, when necessary, to physically identify issues and monitor and repair computer hardware or software issues.
• Reaches out to users to follow up after problem has been resolved to ensure all systems and equipment are operating properly.
• Escalates down system reports or major phishing alerts to Support Services Management immediately for appropriate action.
• Schedules service requests with necessary vendors and confirms service completion and issue resolution.
• Participates in training and other learning opportunities to expand knowledge of the company, products, sales, and services and performs any other duties needed to help drive our vision, fulfill our mission, and/or abide by our core values.

Career Path Definitions & Distinctions:

Level 1:  Has 0-2 years of progressive experience in technical support services. Demonstrates an ability to handle basic technical issues and refers more difficult issues to higher-level staff. Possesses a beginning working level of knowledge of subject matter involving the operation and repair of company software systems and hardware.

Level 2: Has 2-4 years of progressive experience in technical support services. Demonstrates an ability to handle an increasing level of moderately complex technical issues without assistance, but still refers some to higher-level staff.

Level 3: Has 4-6 years of progressive experience in technical support services. Demonstrates an ability to handle most complex issues, only having to refer some to higher-level staff. Possesses intermediate level knowledge of subject matter involving the operation and repair of company software systems and hardware. Begins to demonstrate the ability to provide coaching and mentoring to other Support Specialists on the team.

Senior: Has 6+ years of progressive complex experience in technical support services. Possesses expert knowledge of subject matter involving the operation and repair of company software systems and hardware. Performs work with the highest degree of latitude and handles the most complex issues. Demonstrates an ability to provide leadership, coaching and mentoring to other Support Specialists on the team. Coordinates referrals to technical, professional, or service personnel only when necessary.

Education, Experience & Qualifications

Candidates should have a bachelor's degree in IT or other related field or the equivalent in years of education and experience. The successful candidate will have outstanding relationship management, communication, and effective listening skills coupled with an excellent telephone presence. The ability to multi-task, manage multiple inquiries at once and provide organized, timely follow-up is critical. Experience diagnosing, researching, and resolving basic technical issues is required. Microsoft Certification and technical level knowledge of MS Windows Desktop OS is helpful.

Attributes

Patient, analytically minded, team-oriented individual who possesses the critical combination of efficiency with an ability to see the larger picture. Outstanding problem-solving skills, proactivity and active listening skills while being open to personal and professional training and development is essential.

Benefits

Medical, Dental, Vision, Life & Disability Insurance, Maternity & Parental Leave, Flexible Spending Accounts, Discounted Stock Program, 401K, Employee Awards, Employee Assistance Plan, Wellness Incentive, Tuition Assistance, Career Pathways, and More.