Sr. Technical Support Specialist

Community Behavioral Health.•Philadelphia, PA

2d•$0 - $60,000•Onsite

About The Position

The Senior Technical Support Specialist is responsible for supporting end users with repairing and maintaining PC and peripheral devices and for troubleshooting basic network-related issues. This role involves providing technical assistance to end users experiencing issues with PC hardware, software, in-house applications, email, and peripheral devices. The specialist will answer calls to the support desk, assist with walk-ins and deskside support, maintain a queue of tickets, and assist with IT projects. On-call availability is required, meaning the employee must be available to work on short notice outside of regular working hours, potentially 24/7. Responsibilities also include upgrading and maintaining CBH images for PC deployment, assisting with conference room management and support technology for webinars and web conferences, offering input to improve IT processes, researching and documenting technical support procedures, and supporting the CBH IS inventory and equipment database.

Requirements

Associate’s degree preferred or higher in technical or business area, or an equivalent combination of training and experience.
A+ certification
At least three years of help desk experience
Strong interpersonal, communication and customer service skills
Able to multi-task
Strong problem-solving skills
Must be a current Philadelphia resident or become a resident within six months of hire.
All candidates must be legally authorized to work in the United States without requiring sponsorship now or in the future.

Nice To Haves

Net+ certification preferred

Responsibilities

Provide technical assistance to end users experiencing issues with PC hardware, software, in-house applications, email and peripheral devices.
Answer calls to the support desk, assist with walk-ins and deskside support, maintain a queue of tickets assigned in the ticketing system, and assist with IT projects.
On-call availability is when an employee is required to be available to work on short notice, outside of their regular working hours. This could mean being on call during regular work hours or 24/7. While on-call, employees can be at home, at work, or called into the office or anywhere else at any given time.
Upgrade, plan and maintain CBH images for deployment to new and repaired PC’s.
Assist with conference room management and support technology used for hosting webinars and web conferences.
Offer input to improve IT processes and be proactive in finding solutions to help prevent/mitigate issues and properly train end-users to take advantage of available technology.
Research and develop best practices for standardizing and documenting technical support procedures.
Support and maintain CBH IS inventory and equipment database.