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Technical Support Specialist

Technical Support Specialist

QuantamFrankfort, KY, US
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Quantam Solutions provides IT solutions and consulting for various clients. We offer competitive hourly wages, health benefits, paid time off, and a 401(k) plan. We are currently seeking a Networking Specialist. Candidates will need to be able to work a hybrid work schedule in Frankfort, KY.

Purpose :

This position serves as a frontline technical support specialist for the Kentucky Education Technology System (KETS), providing support to 171 school districts, 1,400 schools, public users, and internal staff. The role is critical in ensuring timely resolution of service requests, maintaining operational standards, and contributing to the continuous improvement of school and district customer support.

The Technical Support Specialist will provide second-tier support for PC, server, and / or mainframe applications and hardware. The role also involves collaborating with network services, software systems engineering, and application development teams to restore service and resolve core issues. Additional responsibilities include performing restorative and maintenance actions, simulating or recreating user problems to troubleshoot operating difficulties, recommending system modifications to reduce recurring issues, and delivering exemplary customer service in all interactions.

Responsibilities :

  • Provide first-level support for workstations, software, networked printers, routers, switches, internet circuits, and VOIP phone systems.
  • Serve as the primary escalation point for mobile device issues (iOS / Android) within the client's environment, including Office 365, Google Apps for Education, and Wi-Fi connectivity.
  • Support client and server operating systems (Windows, iOS).
  • Maintain and update Standard Operating Procedures (SOPs).
  • Accurately document incidents and resolutions using the client's tracking tools.
  • Deliver professional support with an emphasis on single-call resolution.
  • Demonstrate courtesy, effective communication, and active listening in all interactions.
  • Perform other duties as assigned.

Required Skills & Qualifications :

  • Strong knowledge of mobile device platforms and their integration with enterprise services.
  • Proficiency in troubleshooting hardware and software issues.
  • Familiarity with Office 365, Active Directory, and client-specific applications.
  • Excellent written and verbal communication skills.
  • Ability to work independently and collaboratively in a fast-paced environment.

    • Preferred Qualifications :

  • Prior experience in a help desk or technical support role.
  • Solid understanding of the Kentucky Education Technology System (KETS) infrastructure and client operational standards.
  • Experience supporting educational technology systems at the district level.

    • The base pay range is $24.00 / hr - $27.00 / hr. We are an equal opportunities employer and welcome applications from all qualified candidates.

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    Technical Support Specialist • Frankfort, KY, US