Technical Support Specialist

<strong>Grow Your Career at Connection&nbsp;</strong><br /><br /><strong>Join a team where you make the difference. Enjoy a culture grounded by working together. Join a team whose future is bright. Your career opportunities are limitless.</strong>

Merrimack, NH


<strong>Founded in 1982, Connection delivers valuable IT services and advanced technology solutions to business, government, education, and healthcare markets. Today, we serve our customers through our staff of highly trained Account Managers, our team of on-staff experts, and our efficient procurement websites. We are also proud to offer custom-configured computer systems from a ISO 9001:2015 certified technical configuration lab at our distribution center in Wilmington, OH.</strong><br /><br /><strong>Our company has over&nbsp;<a href="">2,500 technical certifications</a>&nbsp;that ensure our experts can solve any customer need, no matter how complex. Additionally, our GlobalServe offering delivers global procurement solutions through our network of 500 suppliers in 174 countries.</strong>

keywords: position summary,support,troubleshoot,education & experience,knowledge,work environment,skills


Overview: <br />Working under minimal supervision from the Director, Client Services, and referring only unfamiliar/undocumented issues for management review or approval, the Technical Support Specialist provides effective Tier 2 technical support and desktop application assistance for Connection workers in multiple, geographically diverse company buildings, home office locations and in support of customer engagements.
Responsibilities: <br />Key responsibilities of this position include responding to a variety of support requests in-person or remotely; performing technical troubleshooting; workstation builds/rebuilds; installing operating systems; software/hardware installs; patching systems and protecting against viruses/malware; and troubleshooting peripheral and mobile devices. Records technical issues and solutions in logs and analyzes customer feedback to develop recommendations for product/service enhancements.
Requirements: <br /> <ul> <li>Bachelor's Degree or the equivalent combination of education and work experience</li> <li>Minimum of 1 year working in IT industry</li> <li>Knowledge of computers, networking, and workspace technologies</li> <li>Intermediate knowledge of phone provisioning in a VoIP environment</li> <li>Experience using remote desktop management tools, such as Bomgar, etc.</li> <li>Knowledge of desktop security and standards (security/networking)</li> <li>Experience with Microsoft Active Directory and group policies, data recovery tools, Microsoft Exchange, Office 365, MacOS, iOS, WINS, DHCP, DNS, and TCP/IP</li> <li>Proven working knowledge of IT relevant tier level support with ability to read, understand and communicate online Standard Operations Procedures.</li> <li>Self-controlled with ability to work calmly in difficult situations and to perform well under stress when confronted with an emergency, criticism, or an unusual customer situation</li> <li>Resolute with ability to maintain a strong sense of urgency</li> <li>Interpersonal skills with ability to work well within geographically diverse teams, to communicate regularly with other technicians to solve computer-related problems, to convey necessary information accurately, to listen effectively, and to ask relevant questions where clarification is needed.</li> <li>Decisive with ability to troubleshoot, prioritize and escalate problems effectively.</li> <li>Adaptable with ability to handle multiple tasks working with various departments and conflicting priorities</li> <li>This is a hybrid role with 60% of the time working from our Merrimack, NH office and 40% working remotely</li> <li>Must work from 7:00am -- 4:00pm EST</li> <li>Some knowledge of Apple (MacOS) experience preferred</li> </ul>