Support Specialist - Consultant

Description
The Customer Support Specialist Consultant provides computing support to internal employees—second level problem determination, recording, resolution & escalation of problems if necessary. He/She works with users whose issues could not be resolved in the first call & answering initial user calls during peak call times. He/She resolves complex problems immediately & identifies those issues that are systemic or require senior level support involvement. He/She uses problem management database & help desk systems daily.

Principal Accountabilities:

1. Acts as a secondary contact for password resets for most internal applications.
2. Decides appropriate course of action when speaking with a customer, such as which actions would accurately solve their technical problem. Decides when problems need to be escalated to a higher-level resource.
3. Distributes software to workstations upon request and applies knowledge of licensing process and license tracking. Demonstrates a rudimentary knowledge of common software.
4. Provides authentication and entitlement credentials for access to the corporate LAN/WAN as necessary.
5. Provides troubleshooting and diagnostics support to record all common customer issues. Resolves basic known issues. Demonstrates a rudimentary knowledge of hardware standards, major components, and how they interface with the environment.
6. Troubleshoots all common customer issues - including hardware, software, Internet browser and remote connectivity issues.

Skills & Software Requirements:

1. Bachelor's Degree, preferably a Computer / Technology Degree, or relevant work experience.
2. Team-oriented individual with strong self-motivation and the ability to work with minimal supervision.
3. Excellent communication skills.
4. Adaptability - responds appropriately and competently to the demands of work challenges when confronted with changes, ambiguity, adversity, and other pressures.
5. Strong problem-solving and troubleshooting abilities.
6. Familiarity with Google workspace a plus.

Shift Pattern:
Monday - Friday
10:00am - 6:30pm CST
Occasional weekend work required.