Technical Support Specialist

Overview

The Technical Support Specialist serves as the face of Technology Services, providing first-line deskside and remote support to end users. This role is key to ensuring a high-quality user experience and seamless support across the organization. The Technical Support Specialist will report to the Team Lead, Deskside Support, and work closely with other TS teams to log, resolve, and manage incidents and service requests, while continuously looking for ways to improve service delivery.

Accountability – Takes ownership of issues and sees them through to resolution.

Professionalism – Maintains composure and integrity in all user interactions.

Detail-Oriented – Listens carefully, documents thoroughly, and follows up consistently.

• Provide exceptional deskside and remote support to end users.
• Own IT support incidents and requests through to confirmed resolution.
• Install, configure, maintain, and troubleshoot hardware, software, peripherals, AV equipment, and network connectivity.
• Deliver basic technical training and guidance to end users.
• Ensure all incidents, resolutions, and workarounds are documented in accordance with knowledge management standards.
• Represent Technology Services with professionalism in all interactions.
• Collaborate across TS teams to resolve complex or escalated issues efficiently.
• Participate in the testing and rollout of new desktop technologies and software.
• Assist and provide backup support to other deskside team members as needed.
• Support high-priority and complex technical issues, including escalations.

Knowledge and proficiency in the following areas:

• ITIL framework and best practices
• Operating Systems:
  Windows 10/11 and macOS
• Applications:
  Microsoft Office 365, Service Now (SNOW)
• Networking:
  Remote access (MFA, Cisco VPN), TCP/IP, WAN