Technical Support Specialist

Position Overview:

The Technical Support Specialist is responsible for supporting and maintaining in-house computer systems, desktops, peripherals, and phone systems.  This position is responsible for help desk tickets, assigning priority, and escalation procedures.

 

Responsibilities:

 

Help Desk and Infrastructure Support -  Support and maintain in-house, computer systems, desktops, peripherals, and phone systems.  Diagnose, repair, and maintain hardware, software and equipment while ensuring optimal workstation performance. Troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required. Troubleshoot and resolve technical problems related to Hallmark Insights production and development environments.  Assign appropriate priority and severity levels to all tickets and escalates them per site procedures.  Isolate problem trends and troubleshoots recurring problems to find permanent solutions.

Customer Service - Interface with users and customers of production services, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolve problem situations in a professional manner. Build a strong partnership with end users by projecting a positive attitude, showing sincere concern, providing helpful support. Deliver against service level agreements with other areas of Hallmark Insights to continually increase customer satisfaction.

Communication-  Report status on a regular basis to appropriate stakeholders.  Monitor system and security logs and generate periodic reports.  Communicate persistently and judiciously.  Share information in ways that engage team members to embrace changes and opportunities.

 

Travel None

 

Position Requirements:

A college or equivalent is required, ideally in computer science, management information systems or related major.

Minimum 2 years experience in IT Helpdesk Support

Proficient in supporting Microsoft applications and operating systems including Windows XP, Vista, Windows 2003, Microsoft Office Applications and Active Directory.

Must have a solid understanding of information technology.

A self-starter who can effectively interface with the clients, the senior executive team and other users of IT. 

Strong technical written and verbal communication skills essential.

Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.

Experience working in a team-oriented, collaborative environment.

Hands-on hardware troubleshooting experience.

Proficient in supporting desktop and laptop hardware and printers.

Knowledge of Internet protocols, network communication protocols, and performance analysis.

Technical Skills

A solid understanding of networking/distributed computing environment concepts.

The ideal candidate must be able to quickly make escalation decisions impacting a single client or multiple groups of associates.

Willingness to work off-hours as production needs dictate.

Execution Skills

It is essential that the individual have the ability to personally solve problems, coach others, step up and take decisive action to rectify issues. 

Demonstrates strong ability to contribute in a team environment.

Demonstrates ability to make fact based decisions in a multi-task environment.

Demonstrates ability to learn, assimilate and apply complex technical information quickly

Communication Skills

Has strong inter-personal and communication skills.

Strong personal and professional ethical values, and integrity.