Technology Specialist

Tundra Technical Solutions; Town of Florida (NY); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Tundra Technical Solutions is seeking a Technology Specialist to provide frontline support in a hybrid work setting. You will assist users across a broad enterprise, diagnose basic issues and document resolutions while coordinating with Level 2/3 teams for escalations.

The role emphasizes strong communication, customer service and the ability to manage multiple tasks in a fast-paced environment. Prior Help Desk or Call Center experience is preferred, with shifts including days, nights and some

Qualifications

• Corporate Helpdesk/Service Desk experience in an enterprise environment.
• Supports ~12k+ users and handles 30-35 tickets per day via ServiceNow.
• Resume should include users supported, ticketing system used and any metrics.
• Excellent communication and customer service are essential.
• Must be able to work day, night and weekend shifts; overtime may be required.
• Experience in a technical help desk or call center environment.

Responsibilities

• Assist customers by phone, instant messaging and ticketing in enterprise environment.
• Respond and diagnose basic issues for desktop, server, mainframe, remote connectivity, and telephony applications.
• Analyze, document, and resolve issues and requests; refer complex items to senior staff.
• Document and route level 2 and 3 issues to appropriate teams.
• Use scripts and tools to aid customers and help maintain department docs.

Skills

Communication skills

Customer service

Independent task management

Shift work flexibility

Problem solving

Education

Bachelor's degree in a related field

High school diploma or GED

Tools

ServiceNow

SMIT

Citrix

Cisco Call Manager

Microsoft Office

Video Conferencing (Picturetel)

Job description

Technology Specialists respond to and diagnose problems through discussion with users including problem recognition, research, isolation and resolution steps. Responsible for safeguarding confidential information and documenting issues and resolutions. The Technology Specialist has the experience and knowledge to resolve most complex problems.

Essential functions:

• Assist customers via phone, instant messaging and ticket support in enterprise environment consisting of approximately 12k users
• Under supervision, respond and diagnose basic issues and requests for desktop, server, mainframe, remote connectivity, and telephony applications/hardware
• Analyze, document, and resolve issues and requests
• Refer more complex issues and requests to more senior Technology Specialists
• Document and route level 2 and 3 issues/requests to appropriate teams. Assist level 2 and level 3 teams with identifying issues or implementing fixes to restore service
• Utilizes scripts and available tools when assisting customers
• Provide input to and modifies department documentation

Requirements:

• Working knowledge of Microsoft Office Applications (Word, Excel, Outlook, etc.)
• Basic understanding of the following:
• Mainframe Operating Systems.
• Telephony Support Applications (Cisco Call Manager, etc.)
• Remote Connectivity Applications (Citrix, etc.)
• Faxination Solutions
• Microsoft SharePoint
• Video Conferencing solutions and software (Picturetel, etc.)
• Ability to manage tasks independently and take ownership of responsibilities
• Ability to learn from mistakes and apply constructive feedback to improve performance
• Ability to communicate technical information clearly and articulately
• Ability to adapt to a rapidly changing environment
• High critical thinking skills to evaluate alternatives and present solutions that are consistent with business objectives and strategy
• Shiftwork required - Must be able to work day, night, and weekend shift rotations, which may include overtime and holidays.
• Technical Help Desk or Call Center experience.
• Working knowledge of Microsoft Office Applications (Word, Excel, Outlook, etc.)
• Ability to manage tasks independently and take ownership of responsibilities
• Ability to learn from mistakes and apply constructive feedback to improve performance
• Ability to communicate technical information clearly and articulately
• Ability to adapt to a rapidly changing environment
• Shiftwork required - Must be able to work day, night, and weekend shift rotations, which may include overtime and holidays.

Must Have:

• Candidates must have previous corporate Helpdesk/Service Desk experience in an enterprise environment, utilizing a ticketing system.
• The IT Service Desk supports approximately 12k+ users; working approximately 30-35 tickets per day via SMIT ServiceNow ticketing system (phone/email/chat).
• Include the number of users supported, ticketing system used and whether or not there were any metrics required (certain # of tickets worked/closed in a specific time-frame) on candidates resume.
• Excellent communication and Customer Service is a MUST as these resources will be providing technical support to various users including C-Level

Required Experience:

• 1+ years of relevant work experience

Preferred Education:

• Bachelor's degree in a related field

Required Education:

• High school diploma or GED
• This position offers a hybrid work arrangement which combines flexibility with in-office engagement. Team schedules are determined based on role requirements and business needs. Travel to and from our corporate or regional offices may be required.