The Technical Support Specialist’s role is to support and maintain in-house computer systems, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal systems performance. The person will also troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required. This position backs up the Network Administrator. Working knowledge of server hardware, Microsoft Windows Server and Microsoft Exchange required. MS SQL, Hyper-V knowledge desired.
Work with end users to identify and deliver required PC service levels.
Provide training and support to end users and staff on computer operation and other issues.
Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.
Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products.
Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
Receive and respond to incoming calls, help tickets, and e-mails regarding computer and networking problems.
Develop and maintain the inventory of all computers, monitors, printers, scanners, routers, and other peripheral IT equipment.
Monitor and test PC performance and provide PC performance statistics and reports.
Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance.
Accurately document instances of hardware failure, repair, installation, and removal.
Construct, install, and test customized configurations based on various platforms and operating systems.
Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.
Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs.
Support development and implementation of new computer projects and new hardware installations.
Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations.
Communicate with third-party support and equipment vendors.
Provide backup support and administration of Network and Servers including: Microsoft Windows Server, Microsoft Exchange Server, SQL, Virtual machines, firewalls, switches, routers, telecommunications, security and backups.
Aid in development of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crises in accordance with business continuity and disaster recovery plans.
Provide guidance to junior members of the team as required.
College diploma or university degree in the field of computer science or 3+ years equivalent work experience.
Working technical knowledge of current network protocols, Windows Server and desktop operating systems, and standards, including some Microsoft Office experience.
Hands-on experience with MS Windows Server, MS Exchange Server.
Microsoft SQL, Hyper-V, or VM Ware experience preferred.
Excellent technical knowledge of network and PC hardware, including Dell desktops, laptops, and servers.
Hands-on hardware troubleshooting experience.
Ability to operate tools, components, and peripheral accessories.
Able to read and understand technical manuals, procedural documentation, and OEM guides.
Ability to conduct research into PC issues and products as required.
Effective interpersonal skills and relationship-building skills.
Strong written and oral communication skills.
Ability to present ideas in user-friendly language.
Understanding of the organization’s goals and objectives.
Self-motivated and directed.
Keen attention to detail.
Analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Experience working in a team-oriented, collaborative environment.
Strong customer-service orientation.
Excellent telephone skills.
Sitting for extended periods of time.
Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
Some travel may be required.