What are the responsibilities and job description for the System Support Specialist position at UTEC?
Help Desk Support Specialist
Job Description:
The IT Support Specialist position’s primary responsibility is to provide IT and printer support to UTEC clients. This position interacts directly with clients and the professional services delivery team to solve and implement solutions. Work items range from basic customer support, printer/MFP support, VoIP systems, server upgrades, and virtualization platform support. This position is instrumental in helping UTEC to be the premiere MSP for small and mid-sized businesses.
Responsibilities:
As an IT Support Specialist, your primary responsibility is to provide technical and customer support to computer systems, hardware, and MFP’s.
- Demonstrates ability to express thoughts clearly in written form and articulates verbal thoughts understandably
- Active listener with ability to comprehend information heard
- Implement Basic Technology Deployments
- Follow existing procedures and check lists
- Suggest process improvements for existing procedures
- Suggest new procedure documents where there are none
- Basic Setup & Configuration of software and hardware related to:
- Desktop / Laptop Devices
- Office 365
- Servers (Windows)
- Microsoft Active Directory
- Network printers/MFPs
- Wireless access points
- Backup Management Solutions
- Antivirus & Patch management software
- Monitoring and Management Systems
Customer Relations:
- Be able to communicate effectively to understand the problem and explain its solution
- Answering inbound and making outbound calls to customers in a professional manner
Qualifications:
- The ideal candidate will have an Associate’s Degree in Computer Science or related field
- Customer service experience
- Ability to lift 50 pounds to chest height
- Self-motivated, enthusiastic, high energy, results driven and eagerness to learn
- A , Net preferred
- A strong working knowledge in computer systems and systems hardware and software
Responsibilities/Training:
- Providing technical support whether it be on the phone, in person, or remotely
- Responsible for answering tickets or phone queries
- Training customers and internal staff on troubleshooting and diagnosing problems
- Perform daily monitoring alerts on Patches, Security, Hardware, Backup
- Providing accurate documentation on ticket resolutions and procedures
- Walking customers through the problem solving process
- Follow up with Customers after a resolution has been made.
- Escalate unresolved issues to the next level of support
- Route calls to appropriate resources when necessary
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