SPECTRAFORCE · 1 day ago
Technology Support Specialist
Columbia, SC
Full-time
Onsite
Mid Level
$23/hr - $23/hr
4+ years expSPECTRAFOR is seeking a Technology Support Specialist II to join their Technology Support Center in Columbia, SC. The role involves resolving technical needs of customers, managing problems, and ensuring documentation is current as technology evolves.
ConsultingCRMInformation TechnologyLegal
No H1B
Security Clearance RequiredHiring Manager
Arnav Sahu
Responsibilities
Actively resolve routine to moderately complex technical needs of customers by managing problems and suggesting solutions
Research, resolve and respond to requests received from customers. Ensure documentation and processes are current as business and technology changes evolve. May have an in-depth knowledge or experience in specific areas
40% Troubleshoot and restore technical service and equipment problems by analyzing symptoms using documented processes
Complete customer requests and provide guidance in resolution of application, hardware, and software problems
Determine business impact of requests and escalate to higher-level professionals when necessary
20% Maintain knowledge database and call tracking database to enhance quality of problem resolutions. Keep apprized of changes in technology and processes by ensuring knowledge and documentation is current and centralized
20% Proactively monitor various systems to catch problems before they become outages and to ensure the health and availability of systems, servers, network, etc
15% Analyze data to gain a better understanding of business impact. Conduct a gap analysis to respond to and align with customer business needs
5% Perform other job related administrative duties as needed
Qualification
Required
Must be able to obtain C2 clearance
Strong background in technical support within customer service experiences
Credit check is required for this role
Actively resolve routine to moderately complex technical needs of customers by managing problems and suggesting solutions
Research, resolve and respond to requests received from customers
Ensure documentation and processes are current as business and technology changes evolve
Troubleshoot and restore technical service and equipment problems by analyzing symptoms using documented processes
Complete customer requests and provide guidance in resolution of application, hardware, and software problems
Determine business impact of requests and escalate to higher-level professionals when necessary
Maintain knowledge database and call tracking database to enhance quality of problem resolutions
Proactively monitor various systems to catch problems before they become outages
Analyze data to gain a better understanding of business impact
Perform other job related administrative duties as needed
Strong customer service skills
Good problem solving skills
Able to provide technical advice, guidance, and informal training to customers using hardware and software programs
Understands basic technical problems and solutions in relation to the business environment
Understands the industry's business systems and processes
Proficient computer skills; able to maneuver through commonly used applications and systems used in the industry
Fast paced, multi-platformed environment which may require action and response 24X7 to support the technical business needs of the customer within a technical help desk support center
Bachelor's degree in Computer Science, Information Technology or job related degree OR an Associate Degree in Computer Science, Information Technology or other job related degree OR 2 years of job related work experience plus 2 years of technical help desk experience or other job related experience
Preferred
Citrix
VPN
Microsoft Products (Outlook, Teams)
Ability to multitask
Ability to troubleshoot
Strong communication skills
Company
SPECTRAFORCE
Welcome to SPECTRAFORCE, your gateway to NEWJOBPHORIA™! Established in 2004, SPECTRAFORCE is now one of the largest and fastest growing U.S.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase