Technical Support Specialist Job in Milwaukee 53214, Wisconsin US
Summary Responds to requests for assistance with the organization's computer systems and PC’s. Proactively monitors, identifies issues, troubleshoots and provides assistance to end- users. Coordinates with other IT areas to resolve problems as needed.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Respond and resolve support requests submitted through the Help Desk software, over the phone, through e-mail, and in person.
- Serve as liaison between users and the technology department to resolve issues.
- Perform research and provide recommendations on company application purchases.
- Document resolutions for future reference.
- Provides users with PC and network technical support.
- Install, test and document necessary software and hardware.
- Perform user orientation training for computer and phone systems.
- Act as resource when required for IT projects.
- Assist with vendor relationships and resolve account discrepancies.
- Other duties as assigned.
Supervisory Responsibilities
This job has no supervisory responsibilities.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
· Strong verbal and written communication skills.
· Strong customer service skills.
· Ability to triage computer problems and provide resolutions or escalate to next level of support.
· Working knowledge of computer hardware and software such as email, Microsoft Office Applications, Internet, and networks.
· Ability to complete tasks on time or proactively notify appropriate personnel with an alternate plan.
· Strives to continuously build knowledge and skills; actively seeks to assist with projects.
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information
skillfully; Develops alternative solutions; Works well in-group problem solving situations; Uses reason
even when dealing with emotional topics.
- Multi-tasking – Is able to coordinate and manage tasks and projects in a fast-paced office environment,
in a concurrent, efficient and timely manner.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
· Bachelors Degree from an accredited college or university, preferably a four-year degree program with an emphasis on Management Information Systems; or two to four years related experience and /or training; or equivalent combination of education and experience.
Travel
This position requires 25% - 50% travel.
Language Skills
Ability to:
· Read and interpret documents such as safety rules, operating and maintenance instructions, technical documentation, and procedure manuals.
· Write routine reports and correspondence.
· Communicate and respond to “customers” with empathy.
· Speak effectively before groups of customers or employees of organization.
Mathematical Skills
Ability to:
· Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
· Business related math skills; apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Reasoning Ability
Ability to:
· Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
· Deal with problems involving several concrete variables in standardized situations.
Computer Skills
To perform this job successfully, an individual should have the latest knowledge of PCs, input/output devices, network hardware, software and communication systems, and other IT related technologies.
Other Skills and Abilities
Working knowledge of Windows XP, Windows 7, Active Directory, Microsoft Exchange and Outlook, SharePoint, Microsoft Office, VPN, Ethernet networks.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually quiet.