Technical Support Specialist

Technical Support Specialist

03 Oct 2024
District of Columbia, Washington 00000 Washington USA

Technical Support Specialist

Vacancy expired!

Job Description:
The Technical Support Analyst is responsible for providing direct technical support and troubleshooting assistance to attorneys and staff to identify, research, track, monitor, and resolve technical issues. In addition, the position works independently on the development and implementation of special projects.

Job Responsibilities
  • Resolves incoming requests for assistance from customers experiencing problems with hardware, software, networking, and other computer-related technologies in compliance with service level agreements.
  • Analyzes and resolves problems according to shifting priorities, time frames, and resources, as well as documenting resolutions in the call tracking system.
  • Effectively documents all support calls into the Help Desk ticketing system and, if necessary, escalates calls to a proper internal or external support person. Monitors progress through resolution.
  • Monitors support activity and informs team/manager of any perceived trends, positive or negative, in calls being received and/or solutions being employed.
  • Acquires and maintains knowledge of relevant products, current support policies, and methods of support delivery. Participates in the development and implementation of procedural changes.
  • Participates in the implementation of special projects as requested.
  • Performs testing and evaluation of new technology solutions.
  • Sets up and troubleshoot smart devices using Airwatch MDM.
  • Performs new hire customer visits to demonstrate best practices for hardware, software, and remote access.
  • Consistently models the highest levels of client service orientation and professionalism.
  • Continually improves technical proficiency through research, self-training, and participation in internal and external training opportunities.
  • Continually improves client service through diligent, thoughtful, and timely execution of support requests.
  • Participates in the after-hours pager rotation, providing on-call 24x7 technical support.

Knowledge, Skills, and Abilities
  • Advanced personal computer skills including hardware, operating system and software knowledge, and legal applications (Interwoven, Elite, ChangePro, etc.).
  • Demonstrated ability to communicate clearly and effectively, both orally and in writing with attorneys, staff, and external contacts.
  • Ability to communicate technical concepts to non-technical users.
  • Ability to provide quality client service to both internal and external contacts, regarding matters of a routine nature.
  • Must have sound negotiation skills and be able to develop and maintain effective business relationships.
  • Demonstrated ability to organize and prioritize work in a dynamic and complex environment to meet deadlines and daily requirements.
  • Demonstrated ability to work effectively both independently and with others in a cooperative, enthusiastic and friendly manner to accomplish position functions and participate in team efforts.
  • Ability to safely lift, move and carry items weighing less than 50 lbs.

Education
The position requires a Bachelor’s Degree in Computer Science or Information Systems. Equivalent training and experience may substitute for education.

Experience
The position requires a minimum of three (3) years of increasingly responsible, directly related experience during which knowledge, skills, and abilities applicable to the position were demonstrated.
The position also requires experience working with and supporting Office 2019 Suite and Windows 10 and with remote access such as Citrix, VPN, and Remote Desktop.

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