The Technical Support Specialist provides help and advice to people and organizations using computer software or equipment. They support information technology (IT) employees within the organization and assist non-IT users who are having computer or application problems.
Key functions:
- Test and evaluate existing network systems.
- Perform regular maintenance to ensure that networks operate correctly.
- Troubleshoot local area networks (LANs), wide area networks (WANs), and Internet systems.
- Responsible for a variety of recovery tasks (e.g., installing and testing replacement hardware and software, keeping customer apprised of work status).
- Solve technical problems quickly and effectively.
- Work often as part of a team of technicians to resolve high-priority situations; work independently on routine (lower-priority) problems.
- Work well in high-pressure situations (e.g., computer or system shutdowns).
- Make decisions quickly, often with limited information.
Train users how to use new hardware, software; use new features of existing software; etc.
Behavioral Attributes:
Ability to communicate orally with end users, vendors, management, and coworkers is crucial. Regular use of phone and email for communication is essential.
