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Technical Support Specialist I

Job Title: Technical Support Specialist I

Requisition Number: 23967

Position Type: Full Time

City: Brentwood

Campus: Corporate OH

State/Province: Tennessee

Job Description:
The Technical Support Specialist I is responsible for providing system and technology assistance and support for the company’s customers and employees.
Primary Duties
– Provides basic phone based technical support for IT based systems
– Creates tickets for support issues as received
– Routes tickets to appropriate personnel for resolution
– Addresses Support Center and new service requests in priority order and tracking through resolution/delivery
– Aids in troubleshooting failed peripheral equipment and desktop systems
– Identifies and facilitates technical issues that warrant an escalation processes based on priority or urgency
– Assists in developing and improving the Support Center’s efficiency and its customer service rating
– Documents and records data pertaining to technical events and incidents in the company’s tracking system
– Performs routine Active Directory administrative tasks
– Provides after hours support on a rotating basis
– Other duties as required and assigned

Requirements:
Education and Experience
– Bachelor’s degree in Computer Science from a 4 year college or university preferred
– Minimum 1 year experience in technical service desk or system support role; or an equivalent combination of education and experience
– Experience using an incident management application
– Knowledge in hardware support and networking concepts
– Experience in support of Window Operating Systems (all versions) and MS Office Suite
Essential Skills
– Solid organizational and prioritizing skills
– Strong oral and written communication skills, including technical documentation
– Strong customer service skills
– Ability to effectively communicate with technical and non-technical users
Environment
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel. The employee frequently is required to sit, reach with hands and arms, and talk or hear. The employee is required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. The employee is regularly exposed to ambient lighting and temperate climate conditions.

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