About the job
Summary: As a vital member of our team, the Technical Support Specialist (TSS) plays an essential role in ensuring the seamless operation of our office's technological ecosystem. Under the guidance of the Technical Support Manager and local Office Administrator, the TSS is responsible for maintaining the security and efficiency of systems, networks, applications, databases, telecommunications, audio/visual setups, and user devices including laptops, mobile devices, printers, and phones. This position serves as the primary point of contact for end-user support, addressing technical challenges with professionalism and expertise.
Key Responsibilities:
Promptly and courteously receives technical requests from end-users through various channels including phone, email, and in-person interactions.
Accurately documents end-user information such as name, department, contact details, and the nature of the technical issue following established procedures.
Prioritizes and schedules support requests, resolving or escalating issues in line with IT service-level agreements.
Diagnoses and resolves technical problems and issues via phone, remote-control utilities, or in-person desktop support.
Tests and validates solutions, providing follow-up communication to ensure complete resolution of issues.
Possesses familiarity with SharePoint features, including user management and understanding SharePoint Lists versus Libraries.
Demonstrates knowledge of Active Directory and ADFS, performing tasks such as unlocking accounts and user management.
Utilizes knowledge bases, FAQs, and internet resources to support problem resolution and documentation following change management protocols.
Conducts hands-on repairs and upgrades of end-user hardware and software, including installation, configuration, and troubleshooting.
Provides regular training to end-users on various technical aspects as needed.
Sets up and configures IT and AV equipment for internal and client-facing events.