Granite State Independent Living
Technical Support Specialist
Granite State Independent Living, Concord, New Hampshire, United States, 03306
Basic Function
The Technical Support Specialist position is the first line of communication with end users performing a variety of technical end user support functions. The Technical Support Specialist requires strong technical and customer service skills, who can work both independently and with teammates to provide support and problem resolution in a timely manner.
Essential Duties and ResponsibilitiesFirst point of communication for customers seeking technical assistance via phone, email, or in person.Provide help desk support to all GSIL computer users involving desktop hardware/software, operating systems, printers, and tablets.Use a remote support platform to assist remote users.Create Active Directory user accounts.Configure equipment for users, including desktops, laptops, Chromebooks, tablets, and cell phones.Install PC/LAN hardware and software and coordinate hardware and software updates to workstations.Responsible for Microsoft Office setup, troubleshooting and end user software support.Conduct one-on-one training sessions regarding specific computer/phone functionality, as needed at all GSIL locations.Work in a ticketing system to resolve issues ranging in complexity. Update IT Task Requests and inform users/requestors when task is completed.Coordinate desktop hardware repairs with vendors.Escalate more complex issues to the appropriate party.Create/Update documentation for IT staff use.Perform other duties as assigned.Participate in general GSIL events and activities.Support and uphold GSIL policies and procedures, workplace regulations and safety practices.Maintain professional knowledge/skills by reviewing professional literature and attending trainings.Skills
Strong interpersonal skills - enjoy working with end users and provide exceptional customer service.Strong written and verbal communication skills.Strong technical aptitude with an ability to learn new skills.Strong troubleshooting skills with good judgement and technical common sense.Ability to shift between tasks quickly with a high attention to detail.Enjoy working as a team toward a common goal.Education/Training/Experience
One to three years of experience providing IT support which includes troubleshooting hardware, software, and operating systems in an office environment.Hands-on experience installing and fixing desktops, printer, laptops, and mobile devices.Tech savvy with working knowledge of Microsoft Office 365 products and remote-control software.Strong analytical ability and interpersonal skills.Proficient with the Windows Operating System and Active Directory.Ability to express technical terms in basic language, both verbally and written.Ability to prioritize multiple problems and tasks, and function independently with minimal oversight and direction.A valid drivers' license and use of a personal vehicle are also required to regional offices statewide, with mileage reimbursement.Benefits:
Dental insuranceFlexible spending accountHealth insuranceHealth savings accountLife insurancePaid time offProfessional development assistanceRetirement planTuition reimbursement
About Us
Granite State Independent Living is a statewide non-profit and New Hampshire's only Center for Independent Living, we stay close to our roots with a focus on our 5 core services of education, information, advocacy, support, and transition services for people with disabilities and underserved youth. We can speak and think with authority on behalf of the people we serve and support because we are led by a board of directors and staff of which over 51% are people with disabilities.
We carry out our mission through our Home Care Services, Community-Based Disability Supports and Employment Services. With the help of our local New Hampshire communities, we assist people with the tools for living life independently, so they can change their lives for the better. While much has changed over the years, one thing remains the same; GSIL is committed to the principle of personal choice and direction.
The Technical Support Specialist position is the first line of communication with end users performing a variety of technical end user support functions. The Technical Support Specialist requires strong technical and customer service skills, who can work both independently and with teammates to provide support and problem resolution in a timely manner.
Essential Duties and ResponsibilitiesFirst point of communication for customers seeking technical assistance via phone, email, or in person.Provide help desk support to all GSIL computer users involving desktop hardware/software, operating systems, printers, and tablets.Use a remote support platform to assist remote users.Create Active Directory user accounts.Configure equipment for users, including desktops, laptops, Chromebooks, tablets, and cell phones.Install PC/LAN hardware and software and coordinate hardware and software updates to workstations.Responsible for Microsoft Office setup, troubleshooting and end user software support.Conduct one-on-one training sessions regarding specific computer/phone functionality, as needed at all GSIL locations.Work in a ticketing system to resolve issues ranging in complexity. Update IT Task Requests and inform users/requestors when task is completed.Coordinate desktop hardware repairs with vendors.Escalate more complex issues to the appropriate party.Create/Update documentation for IT staff use.Perform other duties as assigned.Participate in general GSIL events and activities.Support and uphold GSIL policies and procedures, workplace regulations and safety practices.Maintain professional knowledge/skills by reviewing professional literature and attending trainings.Skills
Strong interpersonal skills - enjoy working with end users and provide exceptional customer service.Strong written and verbal communication skills.Strong technical aptitude with an ability to learn new skills.Strong troubleshooting skills with good judgement and technical common sense.Ability to shift between tasks quickly with a high attention to detail.Enjoy working as a team toward a common goal.Education/Training/Experience
One to three years of experience providing IT support which includes troubleshooting hardware, software, and operating systems in an office environment.Hands-on experience installing and fixing desktops, printer, laptops, and mobile devices.Tech savvy with working knowledge of Microsoft Office 365 products and remote-control software.Strong analytical ability and interpersonal skills.Proficient with the Windows Operating System and Active Directory.Ability to express technical terms in basic language, both verbally and written.Ability to prioritize multiple problems and tasks, and function independently with minimal oversight and direction.A valid drivers' license and use of a personal vehicle are also required to regional offices statewide, with mileage reimbursement.Benefits:
Dental insuranceFlexible spending accountHealth insuranceHealth savings accountLife insurancePaid time offProfessional development assistanceRetirement planTuition reimbursement
About Us
Granite State Independent Living is a statewide non-profit and New Hampshire's only Center for Independent Living, we stay close to our roots with a focus on our 5 core services of education, information, advocacy, support, and transition services for people with disabilities and underserved youth. We can speak and think with authority on behalf of the people we serve and support because we are led by a board of directors and staff of which over 51% are people with disabilities.
We carry out our mission through our Home Care Services, Community-Based Disability Supports and Employment Services. With the help of our local New Hampshire communities, we assist people with the tools for living life independently, so they can change their lives for the better. While much has changed over the years, one thing remains the same; GSIL is committed to the principle of personal choice and direction.