Technical Support Specialist

Capstone IT; Springfield (MO); Vor Ort; USD 36.000 - 60.000; Vollzeit

Zusammenfassung

Capstone IT, Inc. is hiring IT Support Analysts to be the first point of contact for technical software, hardware, and network issues in a call center environment in Springfield, MO. You will diagnose problems, guide users through solutions, and provide one-on-one end-user training as needed.

Role involves 80% phone-based support, escalation of complex incidents, and after-hours overflow support. Requires certifications (CompTIA Linux+, Cisco CCENT) or equivalent and either an Associate degree

Qualifikationen

• Excellent inter-personal and communication skills; capable of explaining simple procedures in writing or verbally; phone skills
• Critical thinking and troubleshooting skills
• Flexibility with work schedule as some schedules start as early as 7am and include working one weekend day (with four weekdays)
• Ability to think outside-the-box, perform research, and operate independently or in a group setting.
• Basic technical/computer knowledge
• Bi-lingual written and verbal skills
• CompTIA Linux + Certification or equivalent
• Cisco CCENT Certification or higher
• Associate degree or higher preferred or 1 year of help desk experience

Aufgaben

• Prevent interruption of business by ensuring store POS software, store and distribution center servers, and network devices are operational at all times
• Direct communication with store personnel, field management, and corporate users
• Provide technical assistance and support for incoming issues related to computer systems, software, hardware, and store operations over the phone; 24/7 coverage for stores
• Approximately 80% of time is spent in the phone queue
• Provide first-level troubleshooting for Server, Telephony, LAN, and WAN
• Identify and analyze computer problems; develop and implement logical solutions
• Escalate advanced issues
• Support installation, modification, and repair of computer hardware over the phone
• Provide overflow support for other departments after hours
• Assist in the implementation of technology projects

Kenntnisse

Interpersonal skills

Troubleshooting

Flexible schedule

Outside-the-box thinking

Basic IT knowledge

Bilingual (written & verbal)

Ausbildung

Associate degree or higher

Jobbeschreibung

Contract-to-Hire | Onsite | Springfield, MO

Who We’re Hiring

Capstone IT is working with our client to hire a team of IT Support Analysts to be the first point of contact for issues including technical software, hardware, and network problem resolution along with operational assistance to all their store system users. This is done by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment. Each selected team member will need to clearly communicate technical solutions in a user-friendly, professional manner and eventually provide one-on-one end-user training as needed. This role with escape more complex end-user incidents and problems to the next tier for support as well.

Essential Job Functions

• Prevent the interruption of business by ensuring store Point of Sale software, store and distribution center servers, and network devices are operational at all times.
• Direct communication with store personnel, field management, and corporate users.
• Provide technical assistance and support for incoming issues related to computer systems, software, hardware, and store operations over the phone. This service is available to the stores 24 hours a day, 7 days a week.
• Approximately 80% of time is spent in the phone queue.
• Provide first level troubleshooting for Server, Telephony, Local Area Network (LAN), Wide Area Network (WAN).
• Identify and analyze computer problems. Develop and implement logical and effective solutions.
• Escalate advanced issues.
• Responsible for supporting the installation, modification, and repair of computer hardware over the phone.
• Provide overflow support for other departments after hours.
• Assist in the implementation of technology projects.

Skills/Education/Knowledge/Experience/Abilities

Required:

• Excellent inter-personal and communication skills; capable of explaining simple procedures in writing or verbally; phone skills
• Critical thinking and troubleshooting skills
• Flexibility with work schedule as some schedules start as early as 7am and include working one weekend day (with four weekdays)
• Ability to think outside-the-box, perform research, and operate independently or in a group setting.
• Basic technical/computer knowledge
• Bi-lingual written and verbal skills
• CompTIA Linux + Certification or equivalent
• Cisco CCENT Certification or higher
• Associate degree or higher preferred or 1 year of help desk experience

Additional information

• These are contract for hires, please only apply if you’re available for full time, W2 employment as you’ll be hired as a W2 of Capstone IT and then hired by our client after a performance evaluation period
• These are entry to junior level roles, we are only seeking those with 1-5 years of Customer Support, IT Help Desk, Desktop Support experience ortraining from a technical school. Geek Squad? Contact us!