Description The Support Specialist III provides phone based computing support to internal employees- third level problem recording, resolution & escalation of problems.
Support Specialist III works with users whose issues could not be resolved in the first call & answering initial user calls during peak call times. The incumbent resolves complex problems immediately & identify those issues that are systemic or require senior level support involvement.
Principal Accountabilities: â?¢ Assists, trains, and mentors departmental staff, internal customers and the end-user community in technical matters associated with personal computer hardware, software and peripherals and educates on compliance with standards. â?¢ Decides appropriate course of action when speaking with a customer, such as which actions would accurately solve their technical problem. Decides when problems need to be escalated to a higher-level resource. â?¢ Distributes software to workstations upon request and applies knowledge of licensing process and license tracking. Demonstrates an in-depth knowledge of common software. â?¢ Provides hardware troubleshooting and diagnostics support to customer issues. Resolve complex known issues. Demonstrate an in-depth knowledge of hardware standards, major components, and how they interface with the environment. â?¢ Serves as a secondary contact for providing authentication and entitlement credentials for access to the corporate LAN/WAN. â?¢ Serves as a tertiary contact for password resets for most internal applications. â?¢ Troubleshoots all common customer issues - including hardware, software, Internet browser and remote connectivity issues.
Skills & Software Requirements: Approximately 2-3 years helpdesk support experience in a corporate environment. Experience with Google Workspace and VDI would be highly beneficial Experience of following an escalation path. 7am - 4pm shift pattern
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