About the job
As a Technical Support Specialist, you will play a crucial role in ensuring seamless computer information systems support to our clients through various channels including phone, email, and on-site assistance. Your responsibilities will encompass triaging incoming calls and monitoring existing tickets until completion.
Your support tasks will include, but are not limited to, troubleshooting network connectivity issues, desktop hardware, operating systems, printers, phone systems, and multimedia support. A foundational understanding of Active Directory within a multi-domain network environment is essential. You should also have a basic grasp of personal computer and information systems operations. This position requires you to keep department manuals updated and contribute to the creation of new troubleshooting procedures, guidelines, and diagrams as necessary. Excellent interpersonal skills are crucial as you will be the primary point of contact for our customers, and the ability to work effectively in a team environment is essential.
Key Responsibilities:
- Respond to and allocate help desk tickets to appropriate technicians for resolution.
- Install and troubleshoot PCs, printers, iPhones, and software.
- Conduct daily inspections of the server room and data closets.
- Manage backup tape rotation and preparation for offsite pickup.
- Activate network jacks for proper VLAN configuration.
- Provide basic training and support to customers on Mitel phone operations.
- Perform weekly reviews of outstanding help desk tickets and inform the DCLS Team Lead of overdue tickets.

