Support Specialist

  • Auburn, MA

Employment Type

: Full-Time

Industry

: Customer Service/Call Center



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Career

Support Specialist

Location:

Auburn, MA

Job Code:

10066

Company:

KSEA

Shift:

8:00 a.m. - 4:30 p.m.

Employment Duration:

Employee Full Time

Pay Grade:

US-B13

Description

POSITION SUMMARY:

The IT Support Specialist position assists customers throughout the KARL STORZ North American Region by providing end to end technology services. The Specialist will perform service desk and deskside support, client systems and configuration, as well as solution documentation, IT operations support, and professional and consistent customer support.

MINIMUM KNOWLEDGE, EDUCATION AND SKILL REQUIREMENTS:

5+ years of Service Desk experience required

Associate's or Bachelor's Degree strongly preferred

Possess exceptional organizational skills as well as excellent communication skills

Have the ability to multi-task and prioritize multiple requests and projects

Be able to provide excellent Customer Service skills and be able to work without direct supervision

Must have the ability to install and configure standard desktop hardware and software

Have advanced knowledge of Microsoft Operating systems, and Microsoft Office Applications, general knowledge of Local Area Network (LAN) and Active Directory.

International travel required

DUTIES AND RESPONSIBILITIES (Other duties consistent with the general nature and focus of the position and/or the goals and objectives of the department may be assigned.):

Provide Desktop Support to all KARL STORZ North American Region users. Act as a first line for troubleshooting software applications such as Microsoft Windows, Office, SAP Client, Malware Intrusion, Internet Explorer, Adobe Acrobat, and KARL STORZ standard application software.

Provide user training/education one on one and in classroom environments, on companywide software products.

Install and configure new and upgraded desktop and laptop computers for both local and remote users.

Maintain IT Service Desk systems by logging in, responding to, and closing assigned IT related incident and requests from end users utilizing the Remedy help desk applications.

Maintain hardware inventory.

Maintain PC connectivity to Local Area Network (LAN).

Analyze requirements for PC hardware and software problems.

Troubleshoot problems on all PCs, peripherals, and printers.

Provide and maintain documentation of procedures as requested by department supervisor or manager

Will spend part of his/her time as a member of continuous improvement teams undertaking projects and seeking ways to improve the quality of KSEAs products and services.

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Associated topics: desktop, help, help desk, information technology, information technology analyst, service, technical, technical support specialist, technician, technician iv


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