Technical Support Specialist
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Position description
Title |
Technical Support Specialist |
Status |
Full Time – Exempt |
Reports To |
Vice President, Information Systems |
Business Unit |
Technology |
Date |
January 2025 |
Salary |
$60,000 to $70,000 with some flexibility, based on the academic, professional, and community experiences and credentials of a candidate |
Nature of Work
The Technical Support Specialist is a critical part of our IT team as the primary point of contact for customer support, internally and externally. This role is responsible for troubleshooting customer issues with network connectivity, software and hardware in addition to setting up or upgrading technology for new employees and existing employees. It’s critical that every employee has an operable technology setup to complete their work and support our mission. To be successful in the role, a Technical Support Specialist must have a customer centric focus ensuring each customer has positive and high-quality experience through active listening, empathy, friendly and helpful communication, and proactive problem-solving. Technical Support Specialists are passionate about exceeding customer expectations and expanding their technical skills to continuously improve systems to provide a seamless customer experience.
Essential Job Functions
- Diagnosing and resolving technical issues related to software, hardware, and network systems.
- Providing professional, timely and accurate customer support via phone, email, chat, or in person.
- Documenting customer interactions, troubleshooting steps, and resolutions in a help desk system or knowledge base.
- Creating and maintaining technical documentation for technology solutions, configurations, processes, procedures, and training.
- Responsible for IT asset inventory, hardware warranty management, software license compliance and administration.
- Installing, configuring, and updating software and hardware components to ensure optimal performance.
- Training end-users on new technologies and providing guidance on best practices.
- Collaborating with IT team members to develop support strategies and improve service delivery.
- Assisting with system upgrades, migrations, and other IT projects as needed.
- Ensuring security protocols are followed and assisting with the implementation of cybersecurity measures.
- Monitoring system performance and reporting on any recurring issues or patterns observed.
- Escalating complex issues to higher-level technical staff or third-party vendors when necessary.
- Staying current with technology trends and advancements to provide informed support and recommendations.
Qualifications
Knowledge or Skills
- High school diploma / GED required
- Professional certification or degree in applicable IT areas of focus preferred.
- 4+ years of experience in a technical role (helpdesk, administrator, PC analyst, etc.)
- Excellent interpersonal and customer service skills.
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving skills.
- Ability to explain technical issues to technical and nontechnical employees and customers.
- Strong understanding of computer hardware and software systems.
- Excellent time management skills and understanding of basic project management principles.
- Demonstrated ability to function independently as a self-starter with a drive to continuously learn.
- Proficiency in Microsoft Office applications: Word, Excel, PowerPoint, Outlook, etc.
- Desire and aptitude to learn Microsoft SQL Server administration and support, Microsoft Office 365 administration, TLS for secure email communication, Single Sign-On solutions with Microsoft Azure AD and SAML 2.0, Mobile Device Management (MDM) solutions for iOS and Android devices.
- Proficiency in Microsoft Windows Active Directory administration preferred.
- Working knowledge of IP networking and Cisco firewalls, routers, and switches preferred.
- Experience with Salesforce (or similar CRM) preferred.
Other Requirements
This position functions in hybrid office environment and requires some local and/or regional travel as well as occasional evening hours or weekends.
Major Accountabilities
- Providing quality customer experience that fosters trust and loyalty with internal and external customers.
- Highly motivated, with the ability to work independently, take initiative, participate as an effective team member, and learn on the job. Ability to demonstrate highest personal ethics, integrity and confidentiality
- Excellent organizational skills and attention to detail. Ability to prioritize work effectively and adjust to multiple demands.
The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of the position. Incumbents may be required to perform other job-related tasks other than or in addition to those specifically presented in this description.
ACF is an Equal Employment Opportunity Employer and does not discriminate against a job applicant or an employee because of the person's race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age (40 or older), disability or genetic information. ACF does not discriminate against a person because the person complained about discrimination, filed a charge of discrimination, or participated in an employment discrimination investigation or lawsuit.
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