Technical Service Specialist

Job Summary

The goal of the Information Technology (IT) department is to provide 5-Star service to all our customers, whether in one of our many locations or within our own department. The Technical Service Specialist will support and maintain computer hardware and software, as well as other technology used within the company. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware, software, and other technology while ensuring optimal performance. They will also troubleshoot problem areas in a timely and accurate fashion. All responsibilities of the position are expected to be completed in a professional manner, with a focus on providing superior service to the families and staff that we serve.

Essential Job Functions and Responsibilities

  1. Demonstrate Core Values of Excellence, Trust, Care and Growth in performing all aspects of position.
  2. Maintain a positive work environment by behaving professionally in all interactions.
  3. Provide timely and accurate technical assistance and support for all levels of incoming queries and issues related to computer systems, software, hardware, mobile devices, networking equipment, audio-visual equipment, and IT services.
  4. Install, configure, test, maintain, monitor, and troubleshoot end-user workstation hardware and software, mobile devices, and networking hardware products.
  5. Maintain an inventory of computers, peripherals, and audio-visual equipment.
  6. Accurately document instances of equipment and software failure, repair, installation, and removal.
  7. Order parts and supplies necessary to support hardware used by the organization.
  8. Support non-typical technologies used by the organization, such as check scanners, credit card readers, postage meters, and name badge engraving equipment.
  9. Recommend, schedule, and perform improvements, upgrades, and repairs on all supported technology.
  10. Support configuration and implementation of technology in new and existing locations.
  11. Conduct research using various resources to troubleshoot technical and user issues.
  12. Conduct research on end-user technology products in support of PC procurement and development efforts. Evaluate and recommend technology and software products for purchase.
  13. Write technical specifications for purchase of computers, peripherals, and other technology related products.
  14. When necessary, work with third-parties, mobile phone vendors, Internet Service Providers, and IT equipment vendors, to facilitate installation and support of deployed technology.
  15. Maintain a working knowledge of the audio-visual systems installed in our locations to provide support and training when necessary.
  16. Assist Learning & Development in the creation of training materials for various IT systems and projects.
  17. Work with third-party vendors for “Green” recycling of electronic waste.
  18. Maintain Dell certifications to be able to order and install replacement parts.
  19. Remain current on company policy and assigned training.
  20. Light housekeeping to keep the facilities and grounds in perfect order.  This includes keeping work areas tidy, picking up litter on the grounds and general straightening up.

Educational and Skill Requirements

  • A two-year college degree or completion of a specialized course of study or job specific skills acquired through on-the-job training.
  • One – three years of similar or related experience.
  • IT certifications a plus.
  • Excellent technical knowledge of PC hardware, Microsoft Windows, and Microsoft Office
  • Strong critical thinking and analytical skills
  • Communicate well with others and build positive relationships.
  • Write and speak clearly and effectively with both technical and non-technical associates.
  • Work independently and be self-directed.
  • Attention to detail and accurate work results.
  • Ability to effectively prioritize and execute tasks.
  • Experience working in a team-oriented, collaborative environment.
  • Strong orientation toward providing excellent customer service.

Work Conditions

  • On-call availability.
  • Sitting for extended periods of time.
  • Some travel possible (< 10% of time).
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, hand tools, and power tools, and handing other computer components.
  • Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.

The above duties are neither intended to be an all-inclusive list of duties and responsibilities for this position nor are they intended to be a listing of prerequisite skills and abilities. The purpose of this job description is to describe the general nature of the position.