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Technical Support Specialist

Employer
Swanson Health
Location
Fargo, North Dakota
Salary
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Industry
Technology
Role
IT
Job Type
Long-Term
Technical Support Specialist

Monday-Friday + on-call

8:30am-5pm (with flexibility)

Hourly/DOE

The primary function of this position is to provide technical support to our end users seeking assistance in addition to the support of the day to day operations of the IT department.

Essential Responsibilities:
  • Provide exceptional customer service by providing quick, accurate, and thorough responses to our end users.
  • Repair, Upgrade and Install Hardware and Software.
  • Maintain accurate records of assets.
  • Reliably and accurately perform routine tasks as assigned.
  • Perform troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the issue and details.
  • Walk end users through the problem-solving process.
  • Direct unresolved issues to the next level of support personnel after exhausting all other efforts.
  • Ensure that Jira tickets exists for work that is performed. Progress updates, and Resolutions should be documented within the Jira ticket to create visibility for others.
  • Self-manage workload to ensure deadlines and goals are met while proactively keeping other informed of status updates and changes.
  • Follow-up and update status and information on outstanding tickets.
  • Provide accurate information on IT products and services.
  • Train end users on supported software and hardware with the understanding of technology from a user perspective as well as a technical perspective.
  • Assist other IT professionals as needed.
  • Identify and suggest possible improvements on procedures.
  • Assist with department functions in an on-call capacity as needed.
  • Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.
  • Conducts self in the presence of customers and community so as to present a professional image of SHP.


Competencies Required:
  • Proven experience as a technical support technician or other customer support role
  • Customer-oriented and cool-tempered
  • Tech savvy with a high level of understanding of computer systems, mobile devices, and other tech products
  • PC Knowledge
  • Mac Knowledge
  • Ability to diagnose and resolve basic technical issues
  • High attention to detail
  • Ability to communicate effectively, orally or written, to technical and non-technical audiences at all levels in the organization
  • Ability to form a good working relationship with IT personal and end users
  • Ability to stay current by adapting to new system technology
  • Proficiency in English


Supervisory Responsibilities: This position has no supervisory responsibilities.

Education and Experience Required: Associate Degree in a computer related field, and 1-2 years of experience in end user tech support Or; an equivalent combination of education and experience sufficient to successfully perform the essential responsibilities and duties of the job as listed above.

Equipment and Software Used:
  • Windows
  • Mozart
  • JIRA
  • Chef
  • Microsoft Office Products
  • General office equipment


Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable a qualified individual with disabilities to perform the essential functions of the position as required by state and federal law.
  • Ability to lift up to 40 pounds - frequently

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