Title:Specialist, Technology Support II Location:Columbia, SC Duration: 12 + Months
Role is Onsite C2 eligibility is required
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 analysing 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 apprised 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.
Skills: 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 Software and Tools:
Proficient computer skills; able to maneuver through commonly used applications and systems used in the industry.
MS Office.
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.
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 Work Experience: None.
Nice to Have:
Citrix
VPN
Microsoft Products (Outlook, Teams)
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.
Soft Skills:
Strong Communication skills
This is a 100% phone position communicating with our employees.
Ability to explain complicated technical issues in a simplified manner.
Ability to multitask.
The Team:
Two Supervisors
17 technicians
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation. 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: $22.00/hr.
