Bashas' Tech Support Specialist I - Chandler, AZ

Bashas•Chandler, AZ

17d•Onsite

About The Position

The Technical Support Specialist I is part of the on-site Technical Assistance Center (TAC) team, which coordinates, diagnoses, and troubleshoots incoming employee calls. The team provides 24-hour technical support for employees experiencing desktop, laptop, or network connection issues. The role applies knowledge of PC hardware, software, systems, and networks while using attention to detail and customer-service skills to understand problems and explain solutions. Work is performed in a business office environment. Occasional travel to outside locations or meetings may be required, and extended hours may be needed to support business needs. The Technical Support Center operates 24 hours a day, seven days a week, so flexibility and open availability are required. Permanent residency in Arizona, New Mexico, California, or Nevada is a condition of employment.

Requirements

At least one year of technical support experience related to analytical and/or system support, or an equivalent combination of education, training, and experience.
Computer literacy with help desk tools and spreadsheet, database, presentation, and word-processing software.
Basic understanding of networking concepts.
Ability to organize, prioritize, and manage multiple assignments while meeting tight deadlines.
Demonstrated customer-service skills, accuracy, and attention to detail.
Ability to follow verbal and written instructions.
Ability to work independently and in a group environment and maintain effective communication and working relationships with customers.
Flexibility and open availability to support a technical support center operating 24 hours a day, seven days a week.
Permanent residency in Arizona, New Mexico, California, or Nevada.

Nice To Haves

Bachelor of Arts or Bachelor of Science in Computer Science or a related discipline, or an equivalent combination of education and experience related to analytical and/or system support.

Responsibilities

Provide timely problem resolution or escalate issues on behalf of internal customers to appropriate IT technical staff.
Serve as the first point of contact for customers seeking technical assistance by phone, email, or instant message.
Determine and document appropriate solutions based on the issue and information provided by the customer.
Identify and escalate situations requiring urgent attention.
Follow standard help desk procedures.
Provide case status updates to management and end users, and inform management about recurring problems.
Support and maintain effective relationships with users.
Develop, document, and implement standard operating procedures and customer service guidelines related to IT support.
Monitor and respond to system operating errors to ensure accurate processing and recording.
Administer help desk software.
Maintain records of processing problems and actions taken to correct them.
Log shift events, including system malfunctions and disruptions, in the turnover log and create a shift report for the supervisor.