Technical Specialist I

Zones LLC.•Clifton Park, NY

8d•$22 - $27

About The Position

As a Technical Specialist I, you will be responsible for assisting the Helpdesk Team in the day-to-day operations and performing technical duties. You will be required to log all customer issues, requests, and support activity into a ticketing system. You will also be responsible for the ticket queues and team mailbox as part of rotating team assignments, as well as manage your workload to meet incident and request deadlines. In this role, you will need to follow proper procedure for problem escalation to cross-functional support teams and communicate effectively with team members to resolve customer issues. We will also need you to provide appropriate, timely and accurate communications to management, and be prepared to handle any special and ongoing tasks and projects as assigned.

Requirements

Bachelor’s degree preferred, or equivalent experience
Working knowledge of fundamental operations of relevant software, hardware, and other equipment including Windows and Apple hardware
Strong oral and written communication skills
Active Directory support
Microsoft Office applications (O365, teams) support experience in a corporate environment
Mobile Device support experience including use of Intune, JAMF, SCCM, or other tools
Team player with excellent customer service skills
Problem analysis, problem-solving, adaptability
Good planning and organizing with strong attention to detail

Responsibilities

Work all tickets assigned to you
Communicate efficiently and effectively with customers and team members
Assist the manager and Team Leads with projects and other outside work being assigned
Resolve incidents within established response times
Provide a positive experience for end users interaction with helpdesk team, services, and support products
Provide level 1 support using documentation and knowledge base articles
Contribute to the development of the team’s knowledge base articles