Technical Support Specialist

US-NE-Omaha
3 weeks ago
ID
2017-1536
# of Openings
1
Category
Systems

Overview

The Technical Support Specialist is responsible for first and second level support for all standard software and hardware. This position provides effective diagnostic evaluation of internal customer needs and uses good judgment and timeliness in responding to and resolving each issue to the customers’ satisfaction. Resolution includes but is not limited to the following: identify, research, and resolve technical problems; timely response to telephone calls, e-mail and requests for technical support. The position requires maintaining accurate documentation, tracking, and monitoring the problem to ensure timely resolution.

 

Responsibilities

  • Works under general supervision, using independent judgment within defined parameters to prioritize and complete day-to-day tasks
  • Configure, install and maintain computers, desktop software, printers, mobile devices and other related equipment
  • Provide resolution in a timely fashion for incidents, problems and service requests
  • Triage, log and track incidents, problems, and support requests in the designated system(s); prioritize and escalate tickets in accordance with policy and as required to ensure customer satisfaction
  • Manages computer hardware and software asset inventory and movement throughout lifecycle from acquisition to disposal
  • Identify trends in requests and develop documentation to address these most-often reported problems and issues. Notify management of increasing trends, unusual activity or repeated activity
  • Access software updates, drivers, knowledge bases, and FAQ’s resources to assist with customer issues
  • Performs other duties as assigned

Qualifications

 

REQUIREMENTS:

  • Associate’s degree in Computer Science, MIS, Engineering or a related field required; Bachelor’s degree desired
  • Proven technical support experience in a service desk/help desk environment
  • Knowledge of personal computer hardware/software, networking, and systems common to business environments
  • Knowledge of ITIL V3, ITSM practices desired
  • Must be capable of transporting computer hardware and related equipment to and from storage areas and work locations
  • Excellent analytical and problem solving skills
  • Excellent communications skills–verbal and written
  • Excellent customer service skills
  • Ability to thrive under pressure, function and deliver effectively in a fast paced environment
  • Work occurs in a normal business environment

 

Personal Characteristics:

  • Uncompromising ethics, integrity and respect for individuals
  • Hands-on high-energy self-starter, flexible and results oriented
  • A conflict resolver rather than a conflict creator
  • Analytical, with a strong detail orientation
  • A balanced individual capable of forging productive working relationships with a broad range of personality types and styles
  • Positive working attitude.

 

REWARDS:
NTT Security employees enjoy working in a business casual environment with a comprehensive benefits package including Medical, Dental, Vision, Life and Disability insurance. Flexible spending and 401k plans and a generous paid time off program.

 

Pre-employment backgrounds and drug test are required.

 

Equal Opportunity Employer Veterans/Disabled and other protected categories.

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed