Velocity Staff

  • Technical Support Specialist

    Location US-KS-Kansas City
    Posted Date 3 months ago(8/26/2019 3:29 PM)
    # Positions
    2
  • Overview

    Velocity Staff, Inc. is working with our client located in Kansas City, KS to identify a Technical Support Specialist to join their Tier I/II Support Services team on a 6-month contract for hire opportunity. The Technical Support Specialist will be responsible for providing first-level technical support of computer software and hardware products and services and respond to and diagnose problems through discussions with users. 

    Responsibilities

    • Resolve basic to moderately complex problems while referring more complex problems to senior level technicians.
    • Assist users inquiring how to use specific software, electronic mail, or operating systems.
    • Use existing processes and tools (e.g., problem management database and help desk systems) to proactively support office staff and equipment.
    • This position will handle calls as their primary duties as well as work tickets and may be asked to help with projects.
    • Perform troubleshooting, repairs, and deployment of Windows 7 and 10 as well as some Apple products.
    • Perform troubleshooting on mobile devices, iPhone/iPad and Android.
    • Perform troubleshooting on Network Printer and Multifunctional Devices.
    • Perform troubleshooting on Microsoft Office Products.
    • Work daily with internal customers via phone, and email, with the occasional walk ups.
    • Accurately record all work and troubleshooting in tickets in ServiceNow Ticketing system.
    • Maintain positive, professional attitude at all times.
    • Other duties may be assigned as required.

    Qualifications

    Education and Experience

    • Associate’s Degree in related field of study.
    • Bachelor’s Degree preferred.
    • 1-2 years of hands on professional experience in MS Windows environment handling Level 1 calls with experience handling desktop and laptop break/fix support in a corporate environment.
    • Experience using and troubleshooting MS Office (O365) products.
    • Experience using ticketing systems, ServiceNow preferred.
    • Experience managing and troubleshooting Windows 7 and 10 workstations.

     

    Knowledge, Skills and Abilities

    • Able to demonstrate superior customer service skills.
    • Able to communicate and translate complex technical topics into easy to understand concepts.
    • Able to communicate clearly and effectively, both verbally and in writing.
    • Able to clearly document technical processes.
    • Able to proficiently manage and troubleshoot Microsoft desktop operating systems.
    • Able to ask directed and logical questions to determine problem causation and follow documented processes to a successful resolution.
    • Working knowledge of Active Directory Users and Comp.
    • Working knowledge of Apple products including iPhone, iPad and Mac Computers.
    • Must be able to read, write and speak English.

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