TECHNICAL SUPPORT SPECIALIST
: Job Details :

Technical Support Specialist

Information Technology / Systems Rome , New York Contract To Hire Mar 23, 2021 The Technical Support Specialist will provide support and solutions for end users. Provide various IT-related tasks including, prompt, courteous and comprehensive service-request support. This will encompass problem resolution, escalation of such requests via phone, web, email, and deskside, for various business applications, desktop/laptop computer, VPN ID Administration, and other general IT related tasks. In addition, the position requires installation and configuration of various hardware and software, hardware warranty support and implementation of proactive measures to ensure the highest uptime for our customers.

**Primary Duties:**

* Provide hardware/software support to clients via emails, phone calls and on-site

* Resolve complex issues effectively and follow through to appropriate resolution

* Perform software/hardware installations, configurations and upgrades

* Install and configure new workstations

* Support, test, and troubleshoot hardware, software and OS problems

* Work with vendor for any hardware warranty support issues

* Work independently and research issues

* Ability to troubleshoot mobile device issues

* Log and maintain all service tickets in appropriate ticket queues

* Document all work performed and submit accurate timecards daily

* Any other responsibilities needed by management

**Requirements:**

* Minimum of two years experience supporting and installing Windows Desktop operating systems (Windows XP and above)

* Advanced knowledge and proven record deploying and supporting Microsoft Office applications (Office 2003 and above)

* Basic understanding of the following protocols and networking services: TCP/IP, DNS, DHCP, Layer 2 Switching.

* Good understanding of and practical deployment experience of Client Mobile messaging devices including Blackberry, iPhone, Android handhelds and Tablets..

* Basic understanding of and practical entry level support experience of Backup processes, software and hardware

* Proven troubleshooting and diagnostic skills

* Ability to communicate with users over the phone and provide remote support and using a variety of remote support tools

* Must be a detail-oriented self-starter function autonomously, with minimal supervision

* Strong team player

* Excellent verbal and written communication skills. Able to explain technical issues in clear and understandable

* Strong customer service orientation

* Demonstrated dedication to consistent quality

**Preferred:**

* At least one of the following industry certifications is required:

- Microsoft Technology Associate (MTA)

- CompTIA A+