Tech Support Specialist

Job Description

Job Description

EXTERNAL JOB DESCRIPTION :

The responsibility for the position of Technical Support Specialist include, but are not limited to the operational integrity, confidentiality and availability of the IT Helpdesk.

This will include the support of desktop and laptop computers, software, configurations and associated peripherals of the organization.

The ideal candidate must be able to solve user problems and know who to call to get a problem fixed. In addition, they must be able to effectively work independently as well as with others.

This position is also the first line of support for participants calling in for help with the website. The position will troubleshoot and assist participants in registration, password resets, etc.

The Technical Support Specialist will operate from the most general statements of requirements and through review of the user’s operational needs will develop enhancements and modifications to the systems as needed.

This position requires testing of procedures, and provides the control point for all user desktop and Laptop software updates and modifications.

ESSENTIAL JOB FUNCTIONS :

• Provide helpdesk support to internal and external customers, onsite and remote
• Must be available to work onsite when requested.
• Ensure the end-end customer experience and provide a single point of contact for our customers
• Must be able to handle multiple phone calls and have excellent communication skills
• Address and resolve basic incidents and requests; log all incidents and requests; engage other resources when necessary to resolve incidents that are beyond the scope of their ability or responsibility;

follow-up to make sure problems have been resolved.

• Manage, install and deploy desktops, laptops, peripherals and software, with both onsite and remote staff
• Troubleshoot, analyze and provide support for all client hardware and software issues
• Document and maintain inventory of all IT assets and maintenance agreements
• Daily check of all system back-ups and perform restores when needed. Avamar knowledge preferred.
• Manage user accounts, e-mail accounts and file share permissions
• Manage anti-virus and anti-spam solutions
• Assist and train users as required
• Assist with the evaluation and selection of software and tools
• Assist with maintaining network security for the organization
• Helpdesk / desktop support for employees
• Web support for participants

REQUIREMENTS :

• Excellent verbal and written communication skills
• Excellent customer service skills
• Experience supporting C-Level management
• 5 plus years’ experience with Windows 10; experience with Windows 11
• 5 plus years’ experience with Apple Mac laptops, MacOS and Office for Mac
• 5 plus years’ experience with Microsoft Office Suite, with recent experience with versions 2016, 2019, 2021
• 5 plus years’ experience with Anti-virus Anti-spam solutions (Trend Micro, Cisco Secure Endpoint preferred)
• 5 plus years’ experience with Microsoft Active Directory user administration
• 5 plus years’ experience with Cisco UCCX, CUCM, Unity administration
• 1 year experience with Proofpoint preferred
• Powershell scripting experience preferred
• Active Directory GPO experience preferred
• SCCM experience preferred
• Working knowledge of TCP / IP and the OSI reference model
• Strong analytical skills and ability to solve problems
• A thorough knowledge of computer networking essentials

DESIRED CERTIFICATIONS : (One or more of the following)

• CompTIA A+ Certification
• Microsoft Office Specialist
• ITIL Foundation
• CompTIA Network+ Preferred

EDUCATION :

Preferred Bachelor’s Degree or equivalent work experience with technical certificates.

KNOWLEDGE, SKILLS AND ABILITIES :

Ability to interface effectively with C-Level, Managers, business unit team members, and business contacts from outside of the company

REASONING ABILITY :

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

OTHER SKILLS AND ABILITIES :

• Ability to accurately perform assigned tasks
• Ability to perform duties with awareness of all company requirements and HIPAA policies
• Ability to promote harmonious working relationships with staff and outside business representatives
• Possess excellent oral and written communication skills and interpersonal relationship skills
• Ability to perform work that requires lifting approximately 50 pounds and / or physical exertion may be required
• Ability to perform support for on-premise and remote workers

Company Description

TenTek has been in business since 1989 and is recognized as a leading staffing provider of tech professionals to a growing client base.

Company Description

TenTek has been in business since 1989 and is recognized as a leading staffing provider of tech professionals to a growing client base.