Role Name: Specialist, Technology Support II
Location: Columbia, SC
Work Environment: Onsite
Schedule: Standard 8 Hour Shift between 630am - 630pm.
Contract length: 12 Months (possibly extended)
Extra info: C2 eligibility is required
 
Job Summary:
Duties:

• Actively resolve routine to moderately complex technical needs of customers by managing problems and suggesting solutions.
• Research, resolve and respond to requests received from customers.
• Ensure documentation and processes are current as business and technology changes evolve.
• May have an in-depth knowledge or experience in specific areas.
• 40% Troubleshoot and restore technical service and equipment problems by analyzing symptoms using documented processes.
• Complete customer requests and provide guidance in resolution of application, hardware, and software problems.
• Determine business impact of requests and escalate to higher-level professionals when necessary.
• 20% Maintain knowledge database and call tracking database to enhance quality of problem resolutions.
• Keep apprized of changes in technology and processes by ensuring knowledge and documentation is current and centralized.
• 20% Proactively monitor various systems to catch problems before they become outages and to ensure the health and availability of systems, servers, network, etc.
• 15% Analyze data to gain a better understanding of business impact.
• Conduct a gap analysis to respond to and align with customer business needs.
• 5% Perform other job related administrative duties as needed.

 
Day to Day:

• Actively resolve routine to moderately complex technical needs of customers by managing problems and suggesting solutions.
• Research, resolve and respond to requests received from customers.
• Ensure documentation and processes are current as business and technology changes evolve.
• May have an in-depth knowledge or experience in specific areas.

 
Work Environment:

• Fast paced, multi-platformed environment which may require action and response 24X7 to support the technical business needs of the customer within a technical help desk support center.

 
Team Name:

• Technology Support Center

 
The Team:

• Two Supervisors
• 17 technicians

 
Job Requirements:
Required Work Experience:

• None.

 
Required Skills and Abilities:

• Strong customer service skills.
• Good problem solving skills.
• Able to provide technical advice, guidance, and informal training to customers using hardware and software programs.
• Understands basic technical problems and solutions in relation to the business environment.
• Understands the industry's business systems and processes.

 
Required Education:

• Bachelor's degree in Computer Science, Information Technology or job related degree. OR an Associate Degree in Computer Science, Information Technology or other job related degree OR 2 years of job related work experience plus 2 years of technical help desk experience or other job related experience.

 
Required Software and Tools:

• Proficient computer skills; able to maneuver through commonly used applications and systems used in the industry.

 
Soft Skills:

• Ability to multitask.
• Ability to troubleshoot
• Strong communication skills

 
Nice To Have:

• Citrix
• VPN
• Microsoft Products (Outlook, Teams)

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 20.00/hr.