Technical Support Specialist

We are seeking a sharp, experienced, well-spoken, and rounded individual with experience in providing tier 1 / tier 2 level support services in a Windows environment. You must have strong desktop support and communication skills. You should also be able to manage user expectations, occasionally work off-hours to make changes to the infrastructure, and support a wide variety of skill levels and personalities. The right balance between technical expertise and excellent customer service skills is essential in this role. The ideal employee candidate is humble, hungry, and smart.

Location

1080 Burnett Ave, Concord, CA 94520

Responsibilities

  • Support the location users and infrastructure, including desktops, laptops, printers, phones, cameras, scan guns, scanners, etc.
  • Provide Tier 1 / Tier 2 level support services for users across the company for all end-users via telephone, email or chat.
  • Troubleshoots and resolves hardware, software, and voice/data communication systems issues.
  • Escalates calls when appropriate.
  • User support of our point of sale software
  • Support third-party software packages.
  • Provide excellent customer service
  • Provide Tier 1 / Tier 2 level support services for users across the company.
  • Writes concise, informative service tickets.
  • Follows up on all tickets and pursues issues through to resolution.
  • Basic network, cabling, and troubleshooting.
  • Installation and maintenance of desktop software packages
  • Computer hardware diagnostics
  • Network monitoring and basic troubleshooting
  • Provision and support users

Skills

  • Must have excellent problem solving and critical thinking skills.
  • System & Network administration experience or education equivalent of Microsoft operating environments across a wide area network.
  • Requires experience using ticketing systems
  • Experience writing technical support reports, documentation, and excellent note-taking skills.
  • Must possess broad knowledge and proficiency with Windows operating systems (W7/W10)
  • Strong desktop/laptop computer support & troubleshooting skills
  • Basic knowledge of Microsoft Server 2008-2019, Terminal Server, and Thin Client environments
  • Ability to learn, install, and support new and existing application software packages
  • The ability to automate redundant tasks
  • Strong communication skills and ability to teach others is essential.
  • Experience with Microsoft server services.
  • Basic database knowledge
  • Requires experience using ticketing systems
  • Experience writing technical support reports and documentation.
  • Active Directory Services ( what AD is, structure, add/modify users & groups )
  • Understanding of good computer security behavior, basic network addressing, protocols and switching
  • Experience with CISCO equipment a plus
  • Microsoft Office Suite and Exchange Email
  • Self-Learner and willing to make an effort to learn things as they come up
  • Ability to work independently and as part of a team required

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Position: Technical Support Specialist
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