Technical Support Spec - PCC

Introduction

Be part of the team that drives our company forward, transforming ideas into real-world tools and platforms that support the business and spur innovation.

What We Do:

We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.

Who We Are:

Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

Why You Should Join Us:

You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees’ emotional well‑being. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources.

You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.

Working under minimal supervision from the Director, Client Services, and referring only unfamiliar/undocumented issues for management review or approval, the Technical Support Specialist provides effective Tier 2 technical support and desktop application assistance for Connection workers in multiple, geographically diverse company buildings, home office locations and in support of Customer engagements.

• Provides effective Tier 2 technical support and desktop application assistance for Connectionworkers in multiple, geographically diverse company buildings, home office locations and insupport of Customer engagements.
• Uses available technical tools, such as a knowledge base, remote management suite, and a service-management database, to support their work and will often deal with a wide range of users with varying levels of technical skill.
• Consults with departments to gain an in-depth understanding of their technology needs; provides ad-hoc training to the user community; and regularly creates documentation to contribute to the knowledgebase.
• Implements policies, procedures, and standards and ensures their conformance with information systems goals and procedures.
• Responds to a variety of support requests in-person or remotely; performs technical troubleshooting; workstation builds/rebuilds; installing operating systems; software/hardware installs; patching systems and protecting against viruses/malware; and troubleshooting peripheral and mobile devices.
• Creates alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function.
• Analyzes and makes recommendations for hardware and software standardization.
• Collaborates with product/service owner teams to ensure efficient operation of the organization’s workspace computing environment.
• Ensures collection of relevant data by recording technical issues and solutions in logs.
• Documents procedures, standards, best practice configurations, settings, installation sequencesand back-out instructions.
• Analyzes user experience and provides feedback for product/service owners to recommend product/service enhancements and minimize the negative impact of change.
• Maintains an accurate inventory of IT hardware and software alignment to workers.
• Utilizes measures and metrics to recommend process improvements within Client Services.
• Maintains current knowledge of the products and services offered to Connection workers.
• Contributes to the design and implementation of…