The Technical (Tech) Support Specialist provides help and advice to people and organizations using computer software or equipment. They support information technology (IT) employees within the organization and assist non-IT users who are having computer or application problems.

TECHNICAL SUPPORT SPECIALIST ESSENTIAL DUTIES AND RESPONSIBILITIES

Test and evaluate existing network systems
Perform regular maintenance to ensure that networks operate correctly
Troubleshoot local area networks (LANs), wide area networks (WANs), and Internet systems
Responsible for a variety of recovery tasks (e.g., installing and testing replacement hardware and software, keeping customer apprised of work status)
Solve technical problems quickly and effectively
Work often as part of a team of technicians to resolve high-priority situations; work independently on routine (lower-priority) problems
Work well in high-pressure situations (e.g., computer or system shutdowns)
Make decisions quickly, often with limited information
Train users how to use new hardware, software; use new features of existing software; etc.

ORGANIZATIONAL RELATIONSHIPS

Reports directly to the Tech Support Manager. Assists IT users and works in conjunction with other Tech Support Specialists to facilitate turnaround time and deliver solutions.

PROCEDURES

The Technical Support Specialist Job Description is mentioned in the following procedures:

Procedure ID and Name	Policies & Procedures Manual
ITSD104 IT Disaster Recovery	IT Policies and Procedures Templates

TECHNICAL SUPPORT SPECIALIST QUALIFICATIONS

A bachelor’s degree is required. One or more years of tech support experience is preferable, though we will train the right candidate.

Good communication skills and the ability to work well with people at all levels are essential; job requires an excellent listener and very strong interpersonal skills. Need a great eye for detail and strong problem-solving ability. Experience with Remedy is a plus, as is Tech Support/Help Desk certification.

TECHNICAL SUPPORT SPECIALIST PHYSICAL DEMANDS

Ability to communicate orally with customers, vendors, management, and coworkers is crucial. Regular use of phone and email for communication is essential. Hearing and vision correctable to within normal ranges is essential for normal conversations, receiving ordinary information, and preparing or inspecting documents.

The ability to remain in a stationary position roughly 50% of the time, as well as the ability to move about the office occasionally (install and test hardware/software, etc.), is required.

Using a computer while sitting for extended periods is common. Must also be able to position self to install/maintain equipment, including under tables and desks.

No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., picking up and carrying IT equipment) may be required. Good manual dexterity required to use common office equipment (e.g., computers, mobile devices, testing equipment).