Technical Support Specialist I

Western States Careers•Meridian, ID

19h•Onsite

About The Position

Assists with the day-to-day support of Western States Equipment’s computing environment, providing user assistance with hardware and software issues. This role provides first level IT Service Desk support, evaluating and resolving end-user computer, mobile, and connectivity issues. The specialist will escalate incidents and requests to higher tiers as appropriate, and will install and maintain computer hardware, software, and peripherals in a network environment. On-site and remote user support will be provided, and departmental tracking systems will be utilized to track inventory and technical issues. The role also involves assisting in researching, testing, and implementing new hardware and software solutions, performing user administration, provisioning/de-provisioning, and permission assignments. The specialist will follow all company policies, procedures, and standards, and work within and promote the corporate vision, mission, and values of the organization. Issue resolutions may be pursued by working with technology providers, and training will be provided to end-users. System documentation will be created and maintained. Other duties as assigned.

Requirements

Ability to install and troubleshoot PC and mobile device hardware and software.
Ability to assist in root cause problem analysis and resolution.
Ability to troubleshoot basic networking issues.
Ability to assist in implementing new technologies, processes, and procedures.
Excellent customer service and telephone skills.
Good written and verbal communications skills.
Ability to develop and maintain effective working relationships with others.
Ability to organize work, prioritize tasks.
Ability to create system documentation with attention to detail.
Ability to follow established processes and procedures.
Ability to perform off-hours support and maintenance, which may include nights, weekends, and holidays with short notice.
Ability to travel overnight.
Ability to perform job functions with general supervision.
Must be able to communicate (speak, read, comprehend, write in English).
Associates degree in Networking, Information Technology, or related field or equivalent experience required.
Two years of end user/desktop Technician experience required.

Nice To Haves

CompTIA or Microsoft MTA Certifications preferred.

Responsibilities

Provides first level IT Service Desk support.
Evaluates and resolves end user computer, mobile, and connectivity issues.
Escalates incidents and requests to higher tier level, as appropriate.
Installs and maintains computer hardware, software, and peripherals in a network environment.
Provides on-site and remote user support.
Utilizes departmental tracking systems to track inventory and technical issues.
Assists in researching, testing and implementing new hardware and software solutions.
Performs user administration and provisioning/de-provisioning and permission assignments.
Follows all company policies, procedures, and standards.
Works within and promotes the corporate vision, mission, and values of the organization.
May pursue issue resolutions by working with technology providers.
Provides training to end-users.
Creates and maintains system documentation.
Performs other duties as assigned.