Computer Support Specialist

Summary of the Role

The Computer Support Specialist is the first point of contact responsible for fielding technical support requests from both local and remote users, while ensuring courteous, timely and effective resolution of the issues. This will include receiving, prioritizing, documenting and actively resolving requests and escalating incidents when considered appropriate and necessary to maintain service level expectations. User support requests will encompass all areas of IT including software applications, access credentials, telecom, networking, data and electronic security, and hardware devices such as desktops, laptops, printers, and handheld devices. In addition to the support-related work, this position will also be required to perform IT project work as required.

Key Responsibilities

• Travel to remote sites (branch offices, job sites, etc.) as required.
• Daily management of helpdesk tickets and support requests through ServiceDesk Plus and logging new requests as required while keeping current work orders updated and assigning and/or escalating tickets as needed.
• Diagnose and resolve issues on Windows desktops and laptops including issues with printing, file shares, security, network configurations, and installing and supporting software such as Microsoft Teams, Office, Project, Visio, Adobe, Symantec AV and BackupExec.
• Image and deploy desktops and laptops.
• Provision and support of managed phones and tablets.
• Install, update, and configure other IT supported devices such as network devices, printers, and security fobs and cameras.
• Perform desktop, laptop, and device software application installations and updates as required.
• Troubleshoot system performance of desktops, laptops, servers, and networks.
• Perform Backup procedures as required.
• Access technical knowledge bases and FAQs to aid in problem resolution and broaden knowledge of current and future issues and technologies.
• Produce detailed documentation and process flows to improve the efficiency of IT procedures.
• Identify, recommend, and assist with the development of end-user training material (user guides, cheat sheets, etc.) to increase computer literacy and self-sufficiency.
• Maintain IT documentation including procedures (Runbooks), user guides and FAQ sheets.
• Provide basic user training and proactive support in the use of hardware and software to users, either onsite or remotely (e.g. showing the user how to do something properly).
• Distribute system reports and manage system printers as required.
• Maintain inventory of IT hardware including inventory at remote sites (branch offices, job sites, etc.).

Key Requirements, Experience and Skills

• Completion of a diploma from a computer-related or technology-related program is required.
• Certification or training provided by software or hardware vendors would be beneficial.
• A minimum of 3 years' experience in an information technology role supporting Windows-based users in a corporate environment is required.
• Must be able to lift, carry, install, and transport computers, IT Supplies and/or any IT Devices.
• Excellent communication skill (Both written and verbal).
• Strong decision-making and problem-solving skills.
• Able to work well independently and without direct supervision.

Attributes

• Well organized
• Result orientation
• Team player
• Demonstrates creativity, initiative, and perseverance.
• Detail oriented.

Competencies