Technical Support Specialist

This is a hybrid role with 3-4 days in-office and 1-2 days remote per week.

Please apply online

Who we are :

HRCI®, headquartered in Alexandria, Virginia, is the premier credentialing and learning organization for the human resources profession.

For more than 50 years, we have set the global standard for HR expertise and excellence through our commitment to the development and advancement of businesspeople in the people business.

HRCI develops and offers world-class learning, as well as the administration of eight global certifications and is dedicated to helping professionals achieve new competencies that drive business results.

We are a dynamic non-profit with a hard-working, committed team. Want to know more about what life is like at HRCI? Find out more about us here.

Why HRCI :

• Be part of a dynamic and passionate team of professionals focused on driving the organization forward.
• Highly rewarding work and opportunities for professional development and growth in a fun, team-oriented culture.
• Fantastic benefits (health insurance, generous time off, 401(k) match, parental leave) and a flexible working environment.

What You Will Own :

The primary focus of the Technical Support Specialist will be to provide a superior user experience. The Technical Support Specialist will be the knowledgeable, responsive, and hospitable face of the organizations’ Technology team, dedicated to ensuring our users can effectively utilize our systems and tools to achieve their goals.

Through technical proficiency, problem-solving skills, and a commitment to user satisfaction, the Specialist will play a pivotal role in maintaining the smooth operation of our technology infrastructure and strengthening the trust and loyalty of our user community.

• Ensure users have access to reliable, current computer hardware / software that meets their job requirements.
• Respond to inquiries and requests for assistance from internal and external users via telephone, email, chat, and ticketing system.
• Analyze and troubleshoot all levels of desktop, application, telephony, and network issues.
• Provide computer hardware, software, and peripherals setup, repair, upgrading, and troubleshooting.
• Maintain an inventory of equipment, software applications, and licenses.
• Ensure timely response and resolutions to service desk requests in accordance with service level agreements (SLA).
• Escalate support tickets to the appropriate agents when unable to resolve any issues within any SLAs.
• Be proactive in offering recommendations, assistance, and solutions to enhance the user experience.
• Support asset acquisition, installation, configuration, and maintenance.
• Manage and support various cloud-based applications.
• Provide exceptional audio / visual support for meetings, webinars, and conferences.

What You Will Bring to the Job :

• Innate curiosity and inherent desire to learn
• Strong interpersonal communication and diplomacy skills
• Intrinsic drive to work through problems logically
• Ability to quickly analyze and understand new or unfamiliar technologies
• Excellent written and verbal communications skills
• Strong problem solving and analytical skills
• Strong organization, research, and analytical skills
• Strong customer service skills
• Effective time management skills, with the ability to manage multiple competing priorities
• Have a can-do approach and a demonstrated interest in understanding the business
• A commitment to making technology easy for the end users and relaying technical information in layman terms

The Skills You Need to Succeed :

• High school diploma or equivalent, required
• Technical certification(s) and / or Bachelor’s degree, desired
• 2+ years of applicable experience, required
• Strong knowledge of Microsoft Office 365 productivity, storage, and security apps, required
• ITIL Certification or similar IT / Tech and / or Security certification(s), desired
• Agile Scrum knowledge, desired
• Ability to occasionally lift up to 45 lbs., required

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