Technical Support Specialist 2

Garmin; Olathe (KS); On-site; USD 48,000 - 64,000; Full time

Job summary

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

The role provides first and second level IT support, handling moderately complex troubleshooting, resolution, or escalation to ensure end users receive timely, effective help. You will install and maintain desktop technologies, research issues, create knowledge articles, and mentor junior staff while on a rotation for after-hours on-call coverage.

Qualifications

• High School Diploma or GED AND coursework towards completion of a degree OR a minimum of 4 years IT or technical experience
• Excellent academics (GPA >= 3.0)
• Demonstrates familiarity with asset, service, monitoring, and documentation tools and troubleshooting/research tools
• Demonstrated strong verbal, written, and interpersonal communication skills

Responsibilities

• Install and maintain desktop technologies (Desktops, Laptops, Phones, Monitors, Printers) and assist with network printer system maintenance
• Research, resolve, and respond to questions via telephone, email, walk-ups, and callbacks across company sites
• Acquire and maintain knowledge of relevant product offerings and support policies to provide technically accurate solutions
• 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 using root cause analysis and corrective actions
• Serve as a mentor to less experienced IT Specialists
• Work after hours in an "on call" capacity based on a rotation

Skills

Technical support

Communication skills

Troubleshooting

On-call rotation

Education

High School Diploma / GED

Job description

Overview

We are seeking a full-time Technical Support Specialist 2 at 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 GED AND coursework towards completion of a degree OR a 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.

This position is eligible for Garmin's benefit program. Details can be found here: Garmin Benefits