Senior Technical Support Specialist - Advanced Troubleshooting

Description

This is a remote position for an individual to provide advanced technical support and service to a diverse population of users. The work schedule can either be from Sat - Tues with hours of 7am - 7pm on Sat and Sun and 7am to 4pm on Mon and Tues, or Wed - Sat with hours of 7am - 7pm on Wed and Sat, and 8am to 4pm on Thurs and Fri. This is a 40-hour work week, with the possibility of weekend and holiday shifts as needed.

The DIT Service Desk operates 24⁄7 and serves as the single point of contact for customer-submitted incidents and service requests. Technicians will handle advanced support through phone, email, chat, and ticketing systems, working under the guidance of the Service Desk management team. Responsibilities include researching, analyzing issues, troubleshooting problems, and either resolving them or escalating them appropriately. Providing a positive customer experience is critical in this role.

Required Experience

• Impeccable customer service skills
• Ability to work on routine and complex tasks independently
• Enhanced computer literacy
• Understanding of the contact center environment and Service Desk role
• Experience with ServiceNow preferred
• Certifications such as HDI Support Center Analyst, ITILv3 Foundation, and A+ highly preferred
• Effective communication skills (both verbal and written)
• Advanced troubleshooting skills in:
• Microsoft Windows
• Office Suite
• O365
• Desktop hardware/software
• Voice and network connectivity
• Network printing
• Email
• Smartphones and web-based applications
• Ability to organize and follow complex technical procedures
• Capability to resolve routine problems based on existing documentation and resources
• Knowledge of technology principles related to the work unit
• Strong sense of ownership, reliability, and urgency
• Ability to build proactive relationships with customers
• Proficient in conveying technical issues in easily understandable terms for non-technical users
  

Education And Experience Requirements

• Associate degree in Computer Information Technology, Computer Technology Integration, Networking Technology, or a related field from an accredited institution
• 2-4 years of related work experience or an equivalent combination of education and experience
• Degrees must be from appropriately accredited institutions.
  
  

Employment Type: Contractor