Monitors and responds quickly to service requests via phone or email and obtains all necessary information to properly address end users’ inquiry
Completes a log for each service desk phone/email request in the Casella Service Desk application to ensure proper tracking and prioritization
Communicates with end users over the phone to walk them through the problem-solving process
Conducts research to understand, explain and resolve technological issues
Visits employee offices, when necessary, to physically identify issues and monitor and repair computer hardware or software issues
Reaches out to users to follow up after problem has been resolved to ensure all systems and equipment are operating properly
Escalates down system reports or major phishing alerts to Support Services Management immediately for appropriate action
Schedules service requests with necessary vendors and confirms service completion and issue resolution
Participates in training and other learning opportunities to expand knowledge of the company, products, sales, and services and performs any other duties needed to help drive our vision, fulfill our mission, and/or abide by our core values

Bachelor's degree in IT or other related field or the equivalent in years of education and experience
Outstanding relationship management, communication, and effective listening skills coupled with an excellent telephone presence
Ability to multi-task, manage multiple inquiries at once and provide organized, timely follow-up
Experience diagnosing, researching, and resolving basic technical issues is required
Microsoft Certification and technical level knowledge of MS Windows Desktop OS is helpful

Technical Support Specialist

Key skills