Technical Support Specialist

Overview

Technical Support Specialist provides support to end users for computer, application, system, device, access, and hardware issues. Identifies, researches and resolves the most complex technical problems. Responds to telephone, email and on line requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. Coordinates with other teams or specialists to resolve an issue.

Successful candidates must be team-oriented performers with outstanding work ethic, excellent written communication abilities, and a solid communication foundation.  The candidate will also possess the ability to operate independently to support software, peripherals, and network issues. 

Essential Duties and Responsibilities:

• Basic IT I.E. reset password, unlock accounts, setup Duo, creating mailboxes/distribution groups, SharePoint sites, support business applications.
• End user support both on-site and virtually.
• Hardware, software, and network troubleshooting.
• Ticket management and prioritization with timely follow-up and resolution or escalation as needed.
• On-site liaison for all internal IT issues and requests.
• Mass edit import, exporting, and scripting.
• May be responsible for the resolution of escalated issues of higher difficulty.
• May train, coach or assist less experienced team members.
• Minor administrative duties for general office support.
• Other duties as assigned.

Must Haves:

• College or Technical College Degree or equivalent experience.
• 4 years of related experience.
• Analytical Problem solver.
• Ability to prioritize and handle multiple requests concurrently.
• Expertise in operating systems and application software.
• Working knowledge in major desktop operating systems and in major network operating systems.
• Experience with the followings systems & software:
  • Microsoft Office 365 / Azure
  • Cisco Unified Communications (Call Manager/Unity)
  • Veeam
  • Cisco AMP / Umbrella
  • PowerShell
  • Cisco Email Security Gateway (Iron Port)
  • VMWare
  • Microsoft Windows / Apple OS Desktops
• Experience with basic end user administration, including network and general account maintenance.           
• Solid Desktop skills.
• Strong troubleshooting skills.
• Experience in communicating with users in problem situations.
• Good oral and written communication skills with the ability to articulate issues.
• Strong organizational skills, close attention to detail, and ability to thrive in a fast-paced highly technical work environment. 
• Strong time management skills, ability to work well independently and as part of a team, good prioritization skills, good analysis and troubleshooting skills.

Strong Pluses:

• Bachelor’s Degree
• Desire to grow in a technical role

Notices

The above description is intended to describe the general nature and level of work performed by individuals assigned to this position. This is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, or experience required of individuals in this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities. Core BTS, Inc. is an Affirmative Action/Equal Opportunity Employer. This job description does not constitute a contract of employment, Core BTS, Inc. or the Employee may exercise employment-at-will rights at any time.