Technical Support Specialist

Anovorx Group•Chandler, AZ

About The Position

The role of the Technical Support Specialist is to support the setup, maintenance, asset tracking, and refresh of equipment, excluding servers and storage. The Technical Support Specialist will build workstations and deploy them, requiring knowledge of hardware and software installations. The successful candidate will be familiar with keeping inventory, asset tracking (the computers and equipment issued to users), and managing returned equipment. The Technical Support Specialist will also ensure equipment availability for new hires and replacements through inventory management and order processing, and will be responsible for providing new hardware during new hire onboarding. The Technical Support Specialist will collaborate with departmental managers to gather information on necessary system access for users, ensuring appropriate permissions. This role acts as a corporate Helpdesk/Desktop support resource, researching and resolving issues on computer systems. The specialist will answer queries on basic technical issues and provide solutions, demonstrating good technical knowledge and effective communication skills to understand and explain problems. A customer-oriented and patient approach is necessary for dealing with various user needs. The position involves setting up Windows on computers, installing required programs, and configuring systems for new or existing users. It is the first point of contact for departments to create user accounts for new hires, including collecting information for accurate setup by their start date. This includes performing user account setup in Active Directory, adding permission groups and shared email accounts, setting up email boxes, and configuring applications. The role also involves provisioning phones, setting up users with phone numbers, and configuring phones for use, as well as working with ICC groups to add users to appropriate ICC groups within the phone system. Serving as the first point of contact for users seeking technical assistance via phone or email, the specialist will perform remote troubleshooting using diagnostic techniques and pertinent questions. They will determine the best solution based on the issue and customer-provided details, guide customers through problem-solving processes, and escalate unresolved issues to the appropriate personnel. The role requires providing accurate information on IT products/services, recording events and resolutions in logs, following up on customer status, and relaying feedback to internal teams. Identifying and suggesting procedural improvements is also part of the role. Regular and reliable attendance is expected, along with performing other assigned duties.

Requirements

Minimum associate degree in computer science or related field.
Technical training on computer hardware, setup, and OS builds.
Minimum 1 year of relevant experience.
A strong working knowledge of computer systems, hardware, and software.
Excellent IT skills and computer literacy.
Excellent customer service skills.
Working knowledge of Microsoft Windows and Microsoft Office.
Ability to operate at a fast pace and have a sense of urgency.
Ability to work in an accurate, detail-oriented, and highly productive manner.
Strong verbal/written communication skills and organizational skills.
Ability to go above and beyond to deliver quality work.
Proven working experience in providing Helpdesk support.
Working knowledge of help desk software, databases, and remote control.
Strong client-facing and communication skills.
Advanced troubleshooting and multi-tasking skills.
Able to connect remotely and troubleshoot problems and resolve them.
Able to work with installation of programs remotely.

Nice To Haves

Experience creating user accounts, user groups, setting permissions, setting access roles, and creating email accounts.
IT certifications.

Responsibilities

Support the setup, maintenance, asset tracking, and refresh of equipment (excluding servers and storage).
Build and deploy workstations, including hardware and software installations.
Maintain inventory, track assets (computers and equipment issued to users), and manage returned equipment.
Ensure equipment availability for new hires and replacements through inventory management and order processing.
Provide new hardware during new hire onboarding.
Collaborate with departmental managers to gather information on necessary system access for users.
Act as a corporate Helpdesk/Desktop support resource.
Research and resolve issues on computer systems.
Answer queries on basic technical issues and provide solutions.
Perform setup of Windows on computers, install required programs, and configure systems for new or existing users.
Serve as the first point of contact for departments to create user accounts for new hires.
Perform setup of user accounts in Active Directory, add permission groups and shared email accounts, set up email boxes, and configure applications.
Provision phones, set up users with phone numbers, and configure phones for use.
Work with ICC groups in the phone system to add users to appropriate ICC groups.
Serve as the first point of contact for users seeking technical assistance over the phone or email.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Determine the best solution based on the issue and details provided by customers.
Walk the customer through the problem-solving/troubleshooting process.
Direct unresolved issues to the next level of support personnel.
Provide accurate information on IT products or services.
Record events and problems and their resolution in logs.
Follow up and update customer status and information.
Pass on any feedback or suggestions from customers to the appropriate internal team.
Identify and suggest possible improvements to procedures.
Perform other work-related duties as assigned by supervisor/manager.