IT Technical Support Specialist

Job Details

Description

Company Description:

At all levels, working at National Seating & Mobility provides the opportunity to directly impact our client’s lives by giving them self-reliance and independence. Our teams are comprised of passionate individuals, dedicated to providing the best care to each client. We focus on abilities by leveraging technology and creating mobility solutions that are as unique as our client’s needs.

Working at National Seating & Mobility is an opportunity to build a meaningful career, while leaving a lasting impact on the lives of those we serve. Located in more than 40 states, we strive for diversity and offer an array of benefits including 401k, company paid Long Term Disability, and tuition reimbursement.

We are looking to grow our enthusiastic and engaged team at NSM. Submit your resume and join a group of enthusiastic professionals dedicated to changing lives.

Responsibilities

Acquisition & Deployment

Assist with performing PC, hardware, software and peripheral equipment improvements, upgrades, and repairs including imaging systems.

Aid in the development of business continuity and disaster recovery plans, maintain current knowledge of plan executables and respond to crises in accordance with business continuity and disaster recovery plans.

Operational Management

Field incoming help requests from end users via both telephone, walk-up and e-mail in a courteous manner utilizing the organizations standard tracking system.

Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

Build rapport and elicit problem details from Tech Support Technician customers.

Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.

Record, track, and document the Tech Support Technician request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

Apply diagnostic utilities to aid in troubleshooting.

Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

Identify and learn appropriate software and hardware used and supported by the organization.

Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

Install anti-virus software.

Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

Test fixes to ensure problem has been adequately resolved.

Perform post-resolution follow-ups to help requests.

Develop help sheets and frequently asked questions lists for end users.

Position Requirements

Formal Education & Certification

College diploma or technical school completion in the field of computer science and/or 1-year equivalent work experience.

Preferred Certifications in CompTIA A+ or Microsoft tracks but not required.

Knowledge & Experience

Knowledge of basic computer hardware, including functionality and interworkings of the components.

Experience with desktop and server operating systems, including Windows 7, 8 and 10, Server 2008 and basic Active Directory Management.

Extensive application support experience with browser support and client-server applications.

Working knowledge of a range of diagnostic utilities, including native Windows tools, ping, nslookup, msconfig, event logs and system restore.

Exceptional written and oral communication skills.

Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.

Strong documentation skills.

Personal Attributes

Ability to conduct research into a wide range of computing issues as required.

Ability to absorb and retain information quickly.

Ability to present ideas in user-friendly language.

Highly self-motivated and directed.

Strong attention to detail.

Proven analytical and problem-solving abilities.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Exceptional customer service orientation.

Experience working in a team-oriented, collaborative environment.