Technical Support Specialist-Level I

Pursuant Health•Roswell, GA

5d•Hybrid

About The Position

The Technical Support Specialist Level I (TSSI) is responsible for gathering and documenting information, which are located in various retail locations. The TSSI will assist in determining hardware and software issues with Kiosks that are experiencing issues and make determinations regarding the dispatching of required parts to solve these issues. This person will work closely with other technical support team members in analyzing and solving issues related to our fleet of Kiosks .

Requirements

1 to 3 years of technical support experience working with basic PC hardware, Operating Systems and Software
Proficient in Microsoft Technologies (Windows 7 and up, Office, Teams, etc.)
Proficient working with Service Management software ("Ticketing") such as ServiceNow, JIRA, etc.
Understanding of PC Hardware and Software
Understanding of basic networking fundamentals
Good troubleshooting skills
Excellent communication, prioritization, attention to detail, and organizational skills
Demonstrated ability to communicate and work effectively as a part of functional team
Ability to define problems, collect data, establish facts, and draw valid conclusions
Ability to work independently to perform responsibilities with minimal supervision

Responsibilities

Troubleshoot technical or network issues that are automatically reported into our Ticketing System
Update and document all interactions in our ticketing system in order to maintain proper record-keeping
Help identify and report recurring issues for continual improvement
Escalate incidents to other support teams, vendors, IT Management and software development
Assist with our Customer Support team as necessary