Position Summary
The Support Center Specialist delivers efficient, accurate, and customer-focused technical support to end users. As the first point of contact, this role requires strong phone etiquette, effective communication, and the ability to resolve both basic and complex technical issues across supported systems. Support is primarily provided via phone, with additional assistance through email. The role also includes participation in IT projects and knowledge sharing within the team.
Key Responsibilities
Responsibilities include, but are not limited to the following:
• Provide first-level technical support via phone and email queues.
• Troubleshoot and resolve hardware, software, network, and connectivity issues.
• Install and configure software applications.
• Collaborate with IT teams to deploy hardware, software upgrades, new equipment and services.
• Assist with product testing and special projects.
• Troubleshoot and diagnose hardware, software, and connectivity issues for end users.
• Troubleshoot, diagnose, and resolve moderately complex technical issues, including system access and network-related concerns.
• Report all hardware, software, network, printer, and telephone issues.
• Maintain and update knowledge base articles, procedures, and documentation.
• Gather relevant information to identify issues, recommend solutions, or escalate as needed.
• Monitor and track ongoing issues, ensuring timely resolution and appropriate escalation.
• Follow up with customers to confirm successful issue resolution.
• Accurately document all support interactions in the ticketing system.
• Contribute to the development and implementation of Support Center processes and procedures.
• Provide timely, professional, and customer-focused service in a fast-paced environment.
• Work collaboratively within a team setting while managing a high workload.
• Support flexible scheduling requirements, including after-hours and on-call support.
• Perform additional duties as assigned.
Qualifications
The successful candidate will meet the following qualifications:
• Associate’s degree or equivalent experience.
• STI or HDI Help Desk Analyst Certification a plus.
• 1-2 years of technical support experience, including phone-based troubleshooting.
• 1-2 years of experience in the support of networks and related systems.
• Understanding of Local Area Networks (LAN) & Wide Area Networks (WAN).
• Experience providing remote support via VPN, Citrix, or wireless connections.
• Strong telephone and email etiquette.
• Exceptional customer support and interpersonal skills.
• Excellent verbal and written communications skills.
• Must be willing to work after hours, some weekends, and holidays.
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