Technical Support Specialist

Socket.dev; Lenexa (KS); On-site; USD 30,307 - 34,440; Full time

Job summary

Socket.dev is hiring a Support Technical Specialist II in Lenexa, KS for in-office hours, Monday to Friday, 7:00 a.m. – 4:00 p.m., 8:00 a.m. – 5:00 p.m., or 9:00 a.m. – 6:00 p.m. The role provides first-line technical support to end-users, handling calls, tickets, and basic diagnostics.

The position emphasizes using clear communication, resolving routine hardware, software, and network issues, and escalating complex problems to senior staff as required. Full-time and in-office.

Qualifications

• Basic understanding of desktop operating systems and PC/Server/Network hardware.
• Basic understanding of network systems and management theories.
• Basic understanding of Internet technologies and products.
• At least one year of technical work experience or equivalent education.

Responsibilities

• Provide technical software, hardware, and network problem resolution to end-users in a call center environment.
• Be the initial contact point for all end-users needing technical support.
• Answer calls, create or update tickets, and respond to assigned tickets.
• Communicate solutions clearly and assist senior technicians as needed.
• Follow procedures to resolve recurring issues and escalate when necessary.

Skills

Technical support

Customer service

Problem diagnosis

Communication skills

Education

CompTIA A+/Network+/Security+

Job description

Overview

Summary/Objective

The Support Technical Specialist II is a staff position that provides technical support assisting end-users with their day-to-day technical issues.

T1 pay: $22.50/hrT2 pay: $25.00/hr

Schedule: In-office. Mon-Fri 8a-5p. Hours may be flexible for preference or shift needs. Weekend and Mid-shift options are available.

Responsibilities

• Under general supervision, provide technical software, hardware, and network problem resolution to customer end-users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment.
• Act as the initial contact for all end-users that need technical support.
• Answering the Support phone, creating new or updating existing tickets, and responding to tickets assigned as appropriate. Tickets may involve systems, networking, and various other technical issues.
• Clearly communicate technical solutions in a user-friendly professional manner and assist senior technicians as needed.
• Follow defined procedures and policies to resolve recurring issues.
• Escalate or involve senior technicians on more sensitive or complex end-user problems.
• Perform related work as required.

Supervisory Responsibility

This position has no supervisory responsibility.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, scanners, and copy machines. Use of personal phone through Multi-factor authentication is required.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time; stand; walk; use hands to type, handle or feel; and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Position Type and Expected Hours of Work

This is a full-time position. Hours of work and days are typically Monday through Friday in one of the following timeslots: 7:00 a.m. to 4:00 p.m., 8:00 a.m. to 5:00 p.m., or 9:00 a.m. to 6:00 p.m. Occasional deviations from these timeslots might be necessary depending on client or company needs.

Travel

Infrequent travel is expected for this position.

Qualifications

Required Education and Experience

• Basic understanding of desktop operating systems, various software applications and PC/Server/Network hardware.
• Basic understanding of principles and theories of network systems and management.
• Basic understanding of Internet technologies and products.
• At least one year of technical work experience or equivalent education.

Preferred Education and Experience

• Three or more years of technical work experience.
• One or more relevant technical certifications (e.g., A+, Network+ and Security+).

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.