Information Technology Support Specialist

ALG Senior - Hickory, NC

Full-time - Entry Level

Hickory, NC

About the position

The Technical Support Specialist, Tier I position is an entry-level role within a dynamic team focused on providing technical support. The specialist will be responsible for assisting users through phone, chat, and email, diagnosing computer and software issues, and collaborating with team members to ensure effective problem resolution. This role requires flexibility for after-hours and weekend tasks, and it emphasizes strong communication and organizational skills.

Responsibilities

• Take and log calls
• Provide first line support and assistance over the telephone to accurately diagnose the cause of staff's computer/software issues
• Fix issues if possible, or refer to tier 2 support engineers
• Occasional work includes hardware repair
• Install, configure and maintain computer workstation hardware, software and peripheral equipment
• Engage in professional interaction with AASC physicians/nurse practitioners and staff
• Respond to support desk requests and resolve issues as first contact or escalate internally
• Provide documentation of processes and solutions to enable team collaboration
• Update support ticketing system
• Collaborate with computer users to provide technical support and assist in the resolution of software and hardware problems
• Perform other tasks or assume other responsibilities as assigned by immediate supervisor or higher.

Requirements

• Some experience with or familiarity with computers
• Ability to learn new skills independently to effectively solve problems
• Scheduling flexibility for after hours and weekend tasks/projects
• Skill in explaining technical concepts
• Ability to effectively communicate verbally and in writing
• Ability to work in a team and independently
• Self-motivated
• Excellent organizational, documentation and communication skills with attention to detail and follow up
• Ability to work effectively under deadline pressures
• Ability to determine cause, effect and solutions to hardware and/or software problems in a timely manner
• Ability to react to change in a productive, timely manner.

Nice-to-haves

• 2 years of college minimum, preferred
• Friendly & easy communicator
• Able to work individually unsupervised, or as part of a team
• Good time-keeper
• Good listener