Technical Support Specialist

Position Description

The primary function of the Technical Support Specialist position is to provide customer service and technical support to end users of company-provided technology with their day-to-day technical duties and issues as well as assist in maintaining network and server environments.

Position Responsibilities

  • Act as an initial contact for all internal and external customer technical support for computer workstation hardware and software, network, operating systems, printing, and internet access issues; support staff on all company supported applications
  • Maintain and monitor end-user workstations on local and remote networks
  • Assist with maintaining, monitoring, upgrading and installing server hardware and software, and networking environments
  • Maintain, monitor and upgrade firewall and networking securities
  • Perform installs, configures, upgrades, moves, and changes for computer workstation hardware and software, networks, printers, and peripheral devices
  • Support Microsoft Office 365, Office 365 SharePoint sites, the Microsoft Office Suite, Microsoft Teams and Internet usage
  • Investigate user problems and identify their source; determine possible solutions; test and implement solutions
  • Maintain and track all software and service licenses
  • Reinforce established Privacy and Security Policies and Procedures
  • Troubleshoot networks, systems and applications to identify and correct malfunctions and other operational concerns
  • Maintain confidentiality with regard to the information being processed, stored, or accessed by the end-users
  • Provide computer orientation to new and existing company staff

REQUIRED Education / Experience / Qualifications

  • Associate’s Degree in computer science or related field preferred, or three (3) years of relevant experience
  • Knowledge and understanding of Microsoft Windows 10 OS – desktop imaging and deployment; Microsoft Windows Active Directory server environment
    admin/management; network storage management including iSCSI and NAS; server virtualization environments including Microsoft Hyper-V; network configuration and maintenance including addressing, routing, and firewall management; telecommunication experience including PBX and VoIP; inventory management and support ticketing systems
  • Ability to communicate effectively in writing and verbally and to present ideas and concepts internally and externally; ability to communicate technical information to non-technical personnel
  • Ability to identify cause and effect relationships and address root causes of issues
  • Ability to establish and maintain effective and constructive working relationships, both internal and external to the organization
  • Ability to work independently and in a team environment
  • Ability to handle multiple priorities simultaneously

PREFERRED Education / Experience / Qualifications

  • A+, Network+, and/or Security+ Certification
  • Knowledge and experience with network storage, server and network administration, and project management preferred
  • Help desk experience a plus

 

“YES encourages a team-oriented culture and really exemplifies keeping everyone in touch throughout the day so we don’t get lost in our remote positions. They help you feel like a person instead of just a number.”

Lizzi – RHIT, CPC

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