About this role
The Technical Support Specialist provides Tier 1 and Tier 2 technical support for the organization's PC and PC-related hardware/software needs, by phone, e-mail, in person, and remote-control tools. This role performs initial assessment, triage, research, and resolution of first- and second-level issues company-wide and, when supporting a specific site, serves as an on-site resource working alongside IT Engineering and Network/Server Administration teams to troubleshoot, implement, and deploy systems and applications for that location. Serve as the primary point of contact for Tier 1/2 support requests; perform initial assessment, triage, and troubleshooting of IT equipment and applications, escalating complex issues as needed Diagnose and resolve hardware, software, and basic networking issues for PCs, laptops, printers/copiers, mobile devices, and peripherals Configure, deploy, install, and maintain computers, phones, peripherals, printers, and operating systems; install and support approved software; dispense toner, batteries, and related supplies Perform new-user setup and onboarding, including workstation, software, telephone service, and network printing configuration Manage service ticket queues and route issues to IT Engineering, Network/Server Administration, or other teams as appropriate; collaborate with those teams to resolve system and network issues Perform basic user and computer account administration (e.g., Active Directory) Complete site-specific “smart hands” requests, such as local Internet circuits, firewalls, network switches, wireless access points, and servers Support videoconferencing, telecommunications, LAN/WAN, and local Audio/Video equipment (e.g., conference rooms) Train and support end users on Microsoft Office 365 applications and collaboration tools (Outlook, Teams, OneDrive, etc.) Promote a safe workplace by performing all tasks in compliance with safety rules, procedures, and PPE requirements; report unsafe conditions or practices immediately Perform other duties as assigned