firstPRO is seeking a qualified Technical Support Specialist for our client, a university based out of New Jersey. They are seeking someone experienced with providing technical support, incident response, escalation, and first contact resolution in a fast-paced environment.

Technical Support Specialist

Job Details

• Compensation: $28 – $30/hour with benefits (Health, Dental Vision), Weekly Pay
• Type: Contract to Hire
• Hybrid
• Schedule: Monday through Friday, 8:00 AM to 5:00 PM

Job Responsibilities

• Consult with University faculty, researchers, staff and students on the availability and use of campus information technology.
• Resolve incidents as they are reported and fulfill requests when they are submitted.
• Record all interactions, updates, communications, and work notes in the University ticketing system.
• Administer, provide support, and monitor the University's administrative, academic, and operational systems.
• Analyze issues to determine if there are problems that can impact the University's operations and bring them to closure.
• Actively seek and participate in professional development to maintain technical knowledge in the ever-evolving technological landscape.
• Inform the leads of tickets that have bounced multiple times and are assigned to the Service Desk team without proper validation.
• Continually follow up on escalated tasks until successfully resolved and closed.

• Write customer centric articles for the public facing Knowledge Base and the more technical internal documentation repository.
• Identify gaps in article content, draft proposed solutions or make recommendations to team leads about new content creation
• Fix errors and make corrections to current knowledge articles

Job Requirements

• 2 years of experience providing multi-platform computer and networking technical support, including over the telephone support
• 2 years of experience in a customer service position (can overlap and can be as a student).
• Experience with multiple operating systems, including virtual environments.