Support Specialist

TEKsystems•Milwaukee, WI

2d•$30 - $34•Onsite

About The Position

Provide our client's network office with a dedicated technology consultation and expertise that will ensure maximum value of their technology investment is achieved. Key to this role is building trusting relationships with client end-users that empower them to achieve their operational goals. Leveraging sound judgement and decision making, this self-starter must be able to prioritize engagements with network office leadership and client stakeholder groups. Responsible for ensuring optimal technology configuration and driving technical product adoption by becoming a trusted advisor to the client's Field Leaders and end-users and fostering success through championing the clients’ goals. • Leverage sound judgement and decision making to advance the technology transformation priorities of their corporate office and local network office. • Uses knowledge of computers, mobile device, hardware, software configurations, operating systems, and LAN to resolve technical issues and provide implementation support • Provides technical support in a fast paced, high-pressure environment while multi-tasking (e.g. rebuilding a computer and working on a networking issue) and or reprioritizing efforts as needed • Communicates with senior level management on potentially volatile situations. Takes responsibility and ownership of the issue • Learns and applies customer and engineering best practices to support software/hardware solution to drive high availability to meet/exceed customer expectations • Escalates and works with various corporate headquarters technical support specialists, software/hardware companies in issue resolution • Frequently travels to local offices within region to provide technical solutions to business issues • Continues to increase level of proficiency and expertise in the complex computer hardware and software technologies through continuous education, advanced training, and study • Leverages subject matter expertise to instruct local office technology clients on optimal technology utilization both in-person and virtually • Advocate for technology needs of end users, proactive monitoring of technology related business issues, and support cross-team engagement for resolutions of issues • Develop relationships with Development, Infrastructure, Product, and other Application Support stakeholders to deliver and improve effectiveness and efficiency • Contributes to process/service improvement ideas to enhance the client experience, partnering with more experienced team members for guidance where needed • Vendor management of 3rd party technology solutions provider and implementations • Project management of local technology implementations and upgrades, to include the communication and feedback to local and corporate leadership

Requirements

Desktop
Windows 10
Troubleshooting
Help desk support
Active directory
Office 365
Servicenow
Hardware
printer support
mobile device
Bachelor’s degree in Computer Science, MIS or OR a significant equivalent experience
Minimum of 2 years of relevant technology support experience
Advanced knowledge in computer, mobile device hardware, and software troubleshooting including proficiency in using software support tools
Demonstrates strong customer service skills and excellent oral and written communication ability. Includes exemplifying a professional image that supports the vision of future service and the ability to provide multi-channel support in a rapidly changing technology environment.
Demonstrated analytical and problem-solving abilities including sound judgment/decision-making skills
High degree of initiative and motivation including willingness to seize opportunities to identify, help drive and implement process/service improvement and innovation
Strong attention to detail including proficiency in clear and understandable ticket documentation
Ability to diffuse/resolve escalations, resolve complex issues

Responsibilities

Leverage sound judgement and decision making to advance the technology transformation priorities of their corporate office and local network office.
Uses knowledge of computers, mobile device, hardware, software configurations, operating systems, and LAN to resolve technical issues and provide implementation support
Provides technical support in a fast paced, high-pressure environment while multi-tasking (e.g. rebuilding a computer and working on a networking issue) and or reprioritizing efforts as needed
Communicates with senior level management on potentially volatile situations. Takes responsibility and ownership of the issue
Learns and applies customer and engineering best practices to support software/hardware solution to drive high availability to meet/exceed customer expectations
Escalates and works with various corporate headquarters technical support specialists, software/hardware companies in issue resolution
Frequently travels to local offices within region to provide technical solutions to business issues
Continues to increase level of proficiency and expertise in the complex computer hardware and software technologies through continuous education, advanced training, and study
Leverages subject matter expertise to instruct local office technology clients on optimal technology utilization both in-person and virtually
Advocate for technology needs of end users, proactive monitoring of technology related business issues, and support cross-team engagement for resolutions of issues
Develop relationships with Development, Infrastructure, Product, and other Application Support stakeholders to deliver and improve effectiveness and efficiency
Contributes to process/service improvement ideas to enhance the client experience, partnering with more experienced team members for guidance where needed
Vendor management of 3rd party technology solutions provider and implementations
Project management of local technology implementations and upgrades, to include the communication and feedback to local and corporate leadership