Technical Support Specialist

Summary/Objective 

The Support Technical Specialist is a staff position that provides technical support assisting end-users with their day-to-day technical issues.

Why you want this job

• Innovate and forward-thinking environment.
• Catered lunch everyday.
• Certification program including pay raises and exam reimbursement.
• Autonomous role working on a variety of systems and networking troubleshooting.
• Environment that fosters internal growth and learning resources.
• Compensation: $22.50/hr.-$26.00/hr.
• Positions available in Oklahoma City, OK, and Lenexa, KS.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

• Under general supervision, provide technical software, hardware, and network problem resolution to customer end-users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment or in person at a client site.
• Act as the initial or second-level contact for all end-users that need technical support.
• Answering the help desk phone, creating new or updating existing tickets, and responding to tickets assigned as appropriate.
• Assist less experienced technicians with technical problems they encounter.
• Clearly communicate technical solutions in a user-friendly, professional manner, and assist junior and senior technicians.
• Follow defined procedures and policies to resolve recurring tasks.
• Escalate or involve senior technicians on more sensitive or complex end-user problems.

Competencies

• Technical Capacity.
• Problem Solving/Analysis.
• Communication Proficiency.
• Team Player.
• Good Decision Making.
• Work Independently.
• Time Management.

Supervisory Responsibility

This position has no supervisory responsibility.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, scanners, and copy machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Position Type and Expected Hours of Work

Travel

No travel is expected for this position. Voluntary travel opportunities may be available as needed. 

• Intermediate understanding of desktop operating systems, various software applications, and PC/Server/Network hardware.
• Intermediate understanding of principles and theories of network systems and management.
• Intermediate understanding of Internet technologies and products.
• At least two years of technical work experience or equivalent education.

Preferred Education and Experience

• Associate’s (or higher) degree in computer science-related field.
• Two or more years of technical work experience.
• Two or more relevant technical certifications (e.g., A+, Network+ and Security+).

Other Duties