POSITION PURPOSE The Technical Support Specialist I role is responsible for coordinating, diagnosing and troubleshooting incoming employee calls. This role provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services connection, either locally or remotely. This job classification requires a basic knowledge of PC hardware and software and the customer service approach in order to communicate effectively to understand the problem and explain its solution.

 ESSENTIAL JOB FUNCTIONS AND BASIC DUTIES

 • * Provides timely resolution of problems or escalation on behalf of the internal customer to appropriate IT technical staff. a. Serves as the first point of contact for customers seeking technical assistance over the phone, email, or instant message. b. Provides accurate information on IT products or services. c. Determines and documents the best solution based on the issue and details provided by the customer. d. Identifies and escalates situations requiring urgent attention. e. Follows standard help desk procedures. 

• *Provides case status updates to management and end-users. Informs management of reoccurring problems.

 • *Supports and maintains effective relationships with users. 

• *Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support. a. Monitors and responds to system operating errors to ensure accuracy of processing and recording. b. Administers help desk software. c. Maintains records of processing problems and actions taken to correct problems. d. Logs events of shift, including system malfunctions and disruptions, into turnover log and creates shift report for supervisor.

 • *Stays current with system information, changes and updates. Date: October 21, 2019 Technical Support Specialist I Page 2 

MINIMUM QUALIFICATIONS EDUCATION AND EXPERIENCE: 

• BA/BS in Computer Science or related discipline preferred or the equivalent combination of education and experience related to analytical and/or system support. REQUIRED KNOWLEDGE: 

• Computer literacy in helpdesk tools, spreadsheet, database, presentation, and work processing software. • Basic understanding of networking concepts. SKILLS and ABILITIES: 

• Ability to organize, prioritize and manage multiple assignments, and meet tight deadlines.

 • Demonstrated ability in customer service, accuracy of work and attention to detail. 

• Ability to follow verbal and written instructions.

 • Ability to work independently and in a group environment, and develop and maintain effective communication and working relationships with all customers.

 CERTIFICATIONS REQUIRED None PHYSICAL DEMANDS – 

Employees may occasionally experience the following physical demands for extended periods of time:

 • Sitting

 • Keyboarding

 • Viewing computer monitor

 • Bending or lifting boxes of equipment

 WORK ENVIRONMENT Work is performed in a business office environment. Occasional travel to outside locations or meetings may be required. Ability to work extended hours and rotating shifts to cover a 24x7 workweek schedule, as required, in support of the company’s business need.