Technical Support Specialist

Combined Public Communications, LLC; Cold Spring (KY); In loco; USD 45.000 - 65.000; Tempo pieno

Descrizione del lavoro

Combined Public Communications, LLC is seeking an Technical Support Specialist to provide intermediate-level technical assistance across internal systems, field operations, and customer-facing platforms. You will own issues from intake to resolution, following established processes and escalating when appropriate.

The role covers troubleshooting across devices, applications, telephony, and user environments, with emphasis on clear communication and timely ticket updates.

Competenze

• 2+ years of experience in technical support or IT help desk.
• Troubleshoot hardware, software, and network issues.
• Familiarity with Microsoft 365 and ticketing systems.
• Basic understanding of Active Directory and endpoint management.
• Able to follow structured processes and resolve issues independently.

Mansioni

• Provide technical support across devices, applications, telephony systems, and user environments to ensure system reliability.
• Diagnose and resolve Tier 1 and Tier 2 technical issues, including user access, device failures, connectivity issues, and application errors.
• Support account provisioning, permissions management, and device configuration for internal users and customer environments.
• Assist with system configurations including telephony setup, endpoint configuration, and basic network troubleshooting.
• Monitor and respond to incoming support requests via phone, ticketing systems, and messaging platforms.
• Document troubleshooting steps, root cause, and resolution details within the ticketing system.
• Escalate complex issues to senior technical resources with complete and accurate documentation.
• Create and maintain knowledge base documentation, ensuring accurate and up-to-date troubleshooting guides and support procedures.
• Maintain awareness of system status and proactively respond to performance or outage indicators.
• Must be flexible and able to work independently.

Conoscenze

Troubleshooting

Customer communication

Problem solving

Independence

Strumenti

Microsoft 365

Ticketing systems

Active Directory

Device management tools

Descrizione del lavoro

The Technical Support Specialist is responsible for providing intermediate-level technical support across internal systems, field operations, and customer-facing platforms. This role includes diagnosing and resolving Tier 1 and Tier 2 issues, supporting system

configurations, and ensuring reliable service delivery. The Specialist is expected to take ownership of issues from intake through resolution, while following established processes and escalating when appropriate.

Key Responsibilities

• Provide technical support across devices, applications, telephony systems, and user environments to ensure system reliability.
• Diagnose and resolve Tier 1 and Tier 2 technical issues, including user access, device failures, connectivity issues, and application errors.
• Support account provisioning, permissions management, and device configuration for internal users and customer environments.
• Assist with system configurations including telephony setup, endpoint configuration, and basic network troubleshooting.
• Monitor and respond to incoming support requests via phone, ticketing systems, and messaging platforms.
• Document troubleshooting steps, root cause, and resolution details within the ticketing system.
• Identify recurring issues and contribute to root cause analysis and long-term resolution efforts.
• Escalate complex issues to senior technical resources with complete and accurate documentation.
• Create and maintain knowledge base documentation, ensuring accurate and up-to-date troubleshooting guides and support procedures
• Maintain awareness of system status and proactively respond to performance or outage indicators.
• Must be flexible and able to work independently.

Support Operations

• Manage and prioritize support queues based on urgency, severity, and business impact.
• Ensure all tickets are updated, tracked, and closed with proper documentation.
• Participate in outage response by performing initial triage and gathering critical information.
• Adhere to escalation procedures and service standards to ensure consistency and quality.
• Communicate technical issues and resolutions clearly to both technical and non-technical audiences.
• Collaborate with Product, Development, Infrastructure, and Operations teams to resolve issues.
• Provide feedback on recurring issues, system improvements, and support process gaps.
• Possess excellent phone and verbal communication skills.

Qualifications

• 2+ years of experience in technical support, IT help desk, or similar role preferred.
• Working knowledge of troubleshooting hardware, software, and network-related issues.
• Familiarity with Microsoft 365, device management tools, and ticketing systems.
• Basic understanding of Active Directory, endpoint management, or telephony systems is a plus.
• Ability to follow structured processes and independently drive issue resolution.

Non-Technical Requirements

• Strong communication and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and analytical thinking skills.
• High level of accountability and attention to detail.
• Team-oriented mindset with a focus on continuous improvement.

Schedule & Work Location

Schedule: Tuesday–Saturday
Regular Shift:7am-3pm Tuesday-Friday, 8am-4pm-Saturday