Product Specialist
Position Summary
The Technical Desktop Support Specialist is responsible for providing expert-level technical support in desktop hardware and software troubleshooting, network connectivity, local printing mechanisms, and peripheral installations.
This position plays a crucial role in managing and tracking all Change Management and Incident Management tickets related to desktop issues, specifically within the EBR Department of State North Office and other Philadelphia-area OVR field offices.
The role demands the ability to work independently, collaborate in team settings, and demonstrate advanced proficiency across multiple IT platforms and technologies.
Key Responsibilities
Incident and Change Management : Serve as a technical authority on managing and resolving incidents and change requests through ServiceNow, ensuring timely support for desktop-related issues.
Assistive Technology Support : Provide expert assistance with specialized assistive technology software, including JAWS, ZoomText, Dragon Naturally Speaking, Duxbury, Kurzwell, and Fusion.
Address unique hardware needs, such as braille printing and A / V communications, for the Bureau of Blindness and Visual Services (BBVS) and Bureau of Vocational Rehabilitation Services (BVRS).
Technical Support and Troubleshooting : Maintain a high level of technical knowledge in MS products, execute diagnostics on hardware and software issues, and deliver solutions effectively.
Workstation and Equipment Installation : Manage the deployment, configuration, and testing of workstation peripherals. Perform physical installations of IT equipment as required.
Customer Assistance and Communication : Provide exceptional customer support by effectively communicating technical solutions and assisting customers to resolve issues.
Support remote IT teams as needed.
Required Skills and Qualifications :
- Advanced proficiency in incident and change management tools, such as ServiceNow
- In-depth knowledge of assistive technology software and hardware solutions
- Strong technical expertise in workstation deployment and troubleshooting
- Comprehensive knowledge of MS products and related troubleshooting techniques
- Excellent diagnostic skills for hardware and software issues
- Exceptional communication skills to support and assist end-users
This role ensures that the Philadelphia and Norristown OVR offices have the necessary IT resources and support to meet the diverse needs of their teams and clients.
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