Technical Support Specialist 2

Garmin Ltd.; Olathe (KS); On-site; USD 52,000 - 76,000; Full time

Job summary

Garmin Ltd. is seeking a full-time Technical Support Specialist 2 at our U.S. headquarters in the Greater Kansas City area.

You will provide first and second level support to end users, performing moderately complex troubleshooting, resolution, or escalation steps. Responsibilities include maintaining desktop technologies, researching issues, creating knowledge articles, and mentoring junior staff. On-call rotations may require after-hours work as part of the Help Desk and Technical Support

Qualifications

• High School Diploma or GED and coursework towards degree or a minimum of 4 years IT/technical experience
• GPA 3.0 or higher as a general rule
• Familiarity with asset, service, monitoring, and documentation tools
• Strong verbal, written, and interpersonal communication skills

Responsibilities

• Provide first and second level support to end users with moderately complex troubleshooting
• Respond to inquiries via telephone, e-mail, walk-ups, and callbacks across company sites
• Acquire and maintain knowledge of Garmin product offerings and support policies
• Monitor conference room performance and maintenance schedule
• Create work instructions and knowledge articles
• Mentor less experienced IT Specialists within the team
• Occasionally work after hours in on-call capacity according to rotation

Skills

Technical support

Troubleshooting

Verbal communication

Written communication

Customer service

Education

High School Diploma or GED

Tools

Asset management tools

Monitoring tools

Job description

Overview

We are seeking a full-timeTechnical Support Specialist 2at Garmin's U.S. headquarters in the Greater Kansas City area. In this role, you will be responsible for providing first and second level support to end users and responding to their needs and/or alerts through moderately complex troubleshooting, resolution or escalation steps.

Essential Functions

• Install and maintain desktop technologies (Desktops, Laptops, Phones, Monitors, Printers, etc.) and assist with network printer system maintenance
• Research, resolve, and respond to questions received via telephone calls, e-mail, walk‑ups, and callbacks in a timely manner among company sites, in accordance with current procedures to ensure distribution of knowledge and positive impact on user satisfaction
• Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers
• Monitor conference room performance and maintenance schedule
• Manage and implement initiatives or change controls
• Make recommendations for component level improvements
• Identify interdependencies in system and application components
• Create work instructions and knowledge articles
• Demonstrate proficient use and knowledge of standards and procedures
• Provide reliable solutions to a variety of problems using sound problem solving techniques including performing root cause analysis and identification of corrective action for given problems
• Serve as a mentor to less experienced IT Specialists (IT Specialist 1)
• Responsible for working after hours in an on call capacity based on a rotation shared by the Help Desk and Technical Support Specialist teams

Basic Qualifications

• High School Diploma or GEDANDcoursework towards completion of a degreeORa minimum of 4 years IT or technical experience
• Excellent academics (cumulative GPA greater than or equal to 3.0 as a general rule)
• Demonstrates moderate familiarity with asset, service, monitoring, and documentation tools as well as troubleshooting and research tools
• Demonstrated strong and effective verbal, written, and interpersonal communication skills

Desired Qualifications

• Outstanding academics (cumulative GPA greater than or equal to 3.5)

Garmin International is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, veteran's status, age or disability.

Details can be found here: Garmin Benefits