Technical Support Specialist - Merrimack, United States - Connection

Connection

Verified Company

Merrimack, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Overview:

What We Do
We calm the confusion of IT by guiding the connection between people and technology.

If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen.

All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That's what we do. We're the IT Department's IT Department.

Who We Are
Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It's what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd.

We'd love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

Why You Should Join Us
You'll find supportive teammates and a rewarding career at Connection—plus great benefits.

We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family.

Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees' emotional wellbeing. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources.

You'll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.

Responsibilities:

Primary Job Duties:

Uses available technical tools, such as a knowledge base, remote management suite, and a servicemanagement database, to support their work and will often deal with a wide range of users with varying levels of technical skill.
Consults with departments to gain an indepth understanding of their technology needs; provides adhoc training to the user community; and regularly creates documentation to contribute to the knowledgebase.
Implements policies, procedures, and standards and ensures their conformance with information systems goals and procedures.
Responds to a variety of support requests inperson or remotely; performs technical troubleshooting; workstation builds/rebuilds; installing operating systems; software/hardware installs; patching systems and protecting against viruses/malware; and troubleshooting peripheral and mobile devices.
Creates alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function.
Analyzes and makes recommendations for hardware and software standardization.
Collaborates with product / service owner teams to ensure efficient operation of the organization's workspace computing environment.
Ensures collection of relevant data by recording technical issues and solutions in logs.
Documents procedures, standards, best practice configurations, settings, installation sequences and backout instructions.
Analyzes user experience and provides feedback for product / service owners to recommend product / service enhancements and minimize the negative impact of change.
Maintains an accurate inventory of IT hardware and software alignment to workers.
Utilizes measures and metrics to recommend process improvements within Client Services
Maintains current knowledge of the products and services offered to Connection workers
Contributes to the design and implementation of measurements that defines the throughput and quality of the teams work products
Develops, uses, validates and enhances standard operating procedures with an eye toward enabling selfhelp, selfservice and automation
Authors, uses and monitors the effectiveness of knowledge articles that enhance incident resolution and problem management.
Performs all other duties or special projects as assigned.

Required Competencies:

Advanced knowledge of desktop operating systems and the installation and debugging of software.
Advanced knowledge of computers, networking, and workspace technologies is required.
Intermediate knowledge of phone provisioning in a VoIP environment.
Experience using remote desktop management tools, such as Bomgar, etc.
Knowledge of desktop security and standards (security/networking).
Experience with Microsoft Active Directory and group policies, data recovery tools, Microsoft Exchange, Office 365, MacOS, iOS, WINS, DHCP, DNS, and TCP/IP
Customer oriented with ability to listen to and anticipate needs of the customer
Attention to detail in composing, keying, and proofing professional business materials
Proven working knowledge of IT relevant tier level support with ability to read, understand and communicate online Standard Operations Procedures.
Demonstrated intermediate experience in one or more of the following
Creating and updating technical support documentation in a formal knowledge base.
Creating and or delivering end user train