TECHNICAL SUPPORT SPECIALIST

Position Summary and Responsibilities: Working remotely, the Technical Support Specialist will be responsible for configuring, installing, maintaining, and managing computer hardware and software systems; resolving tickets representing user-generated technical requests or problems and troubleshooting technical processes and issues to maintain productivity; and providing 1st level technical support to staff. The successful candidate will: • Collaborate with technical staff and management to establish goals and objectives for system improvements and upgrades. • Create and implement new processes and guides to improve efficiency and user • Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure user satisfaction. • Demonstrate strong customer service skills and respond to user needs within a timely • Develop training manuals and troubleshooting procedures to help both support personnel and end users interact properly with hardware and software. • Install and maintain hardware, software, and other equipment to meet user needs, routinely observe operational performance, and install updates when necessary. • Maintain detailed records of daily interactions with users, installation/update activities, reported issues, and completed solutions along with any further actions required of management or repair personnel. • Maintain current knowledge of technological advances in computers and peripheral equipment, software, operating systems, and networks including knowledge of PC and MAC operating systems and Google workspace applications. • Perform helpdesk duties; respond to inquiries; create work orders and assign to appropriate staff; resolve issues as required. • Prepare hardware, software, and procedural • Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation. • Troubleshoot malfunctions of hardware and/or software applications for the purpose of resolving operational issues and restoring services. • Work under limited supervision following standardized practices and/or • Leading, guiding, and/or coordinating • Operating within a defined