Technical Support Specialist - Remote

Overview

The Technical Support Specialist will provide technical assistance to computer system users, investigating and resolving computer software and hardware problems. The role involves answering user inquiries in person, via ticket, chat, email, and telephone concerning the use of computer hardware and software.

In Short

• Provide quality technical telephone and chat support to end users.
• Enter and maintain accurate descriptions for all communications requesting support.
• Work with co-workers to research problems and find solutions.
• Coordinate vendor hardware and software service when necessary.
• Install personal computer hardware and peripheral components, and software.
• Load specified software packages into computers.
• Troubleshoot software packages.
• Coordinate installation of hardware and software and implementation of procedure changes.
• Maintain knowledge of change control processes and procedures.
• Ability to multitask in a changing environment.

Requirements

• 5 years technical experience in computer or network support.
• Some higher education and/or certifications are a plus.
• Solid foundation in Windows and Mac operating systems.
• Strong troubleshooting skills.
• Ability to work evening hours and weekends.
• Experience in a Trouble Ticket environment.
• Working knowledge of Retail POS Support is a plus.
• Knowledge of computer applications, network gear, hardware & software, and telecommunications platforms.
• Knowledge of user support techniques.
• Effective communication skills, both orally and in writing.
• Ability to maintain effective working relationships.
• Self-motivated and a team player.

Benefits

• Paid time off (PTO) including 8 paid holidays per year.
• 100% company-paid medical, dental, and vision insurance for employees.
• 401k retirement savings plan.
• Company-paid short-term and long-term disability.
• Company-paid life insurance.
• Employee Assistance Program (EAP).
• Employee referral program.
• Commuter benefits.
• Product discounts.
• Additional compensation incentives (tips, bonuses, etc.).