Specialist, Technology Support II

TALENT Software Services; Columbia (SC); On-site; USD 38,000 - 54,000; Full time

Job summary

TALENT Software Services is seeking a help desk professional to actively resolve routine to moderately complex technical needs of customers. You will manage problems, provide solutions, and ensure documentation reflects current processes in a fast-paced, multi-platform environment.

You should possess strong customer service and problem-solving abilities, with the capacity to offer technical guidance and training to users on hardware and software.

Qualifications

• Must have strong customer service skills and problem-solving abilities.
• Ability to provide technical advice and informal training to customers on hardware/software.
• Understanding of basic technical problems and business environment implications.
• Familiarity with industry business systems and processes.
• Proficient with common applications and systems used in the industry.

Responsibilities

• Resolve routine to moderately complex technical customer needs by analyzing symptoms and providing solutions.
• Maintain knowledge and call tracking databases; keep documentation current.
• Proactively monitor systems to prevent outages and ensure health of servers and network.
• Analyze data to understand business impact and align with customer needs.
• Perform other administrative duties as needed.

Skills

Customer service

Problem solving

Technical guidance

Hardware & software knowledge

Business systems understanding

Education

Bachelor's degree in Computer Science/Information Technology

Associate degree in Computer Science/IT or related field

Job description

Duties

Actively resolve routine to moderately complex technical needs of customers by managing problems and suggesting solutions. Research, resolve and respond to requests received from customers. Ensure documentation and processes are current as business and technology changes evolve. May have an in-depth knowledge or experience in specific areas.

• 40% Troubleshoot and restore technical service and equipment problems by analyzing symptoms using documented processes. Complete customer requests and provide guidance in resolution of application, hardware, and software problems. Determine business impact of requests and elevate to higher-level professionals when necessary.
• 20% Maintain knowledge database and call tracking database to enhance quality of problem resolutions. Keep apprized of changes in technology and processes by ensuring knowledge and documentation is current and centralized.
• 20% Proactively monitor various systems to catch problems before they become outages and to ensure the health and availability of systems, servers, network, etc.
• 15% Analyze data to gain a better understanding of business impact. Conduct a gap analysis to respond to and align with customer business needs.
• 5% Perform other job related administrative duties as needed.

Skills

Required Skills and Abilities: Strong customer service skills. Good problem solving skills. Able to provide technical advice, guidance, and informal training to customers using hardware and software programs. Understands basic technical problems and solutions in relation to the business environment. Understands the industry's business systems and processes.

Required Software and Tools: Proficient computer skills; able to maneuver through commonly used applications and systems used in the industry.

Work Environment: Fast paced, multi-platformed environment which may require action and response 24X7 to support the technical business needs of the customer within a technical help desk support center.

Education

Required Education: Bachelor's degree in Computer Science, Information Technology or job related degree. OR an Associate Degree in Computer Science, Information Technology or other job related degree OR 2 years of job related work experience plus 2 years of technical help desk experience or other job related experience. Required Work Experience: None.