Technical Support Specialist
We are seeking a skilled Technical Support professional to join Carahsoft. As a Technical Support Specialist, you will be responsible for aiding and resolving technical issues for our clients. Ideal candidate comes with expertise in operating systems, computer networking, and troubleshooting all while providing outstanding customer service to our valued clients.
Primary Duties and Responsibilities:
- Ensure that all clients are having a positive experience using their software through Carahsoft
- Provide expert level technical support to clients via phone, email, or in-person
- Diagnose and resolve hardware and software issues
- Install and configure software applications for customers
- Assist with system upgrades and maintenance as needed
- Collaborate with other team members to develop solutions for complex technical problems
- Document and track customer interactions and resolutions using a ticketing system
- Keep up-to-date with the latest technology trends and advancements
Requirements:
- Bachelor’s Degree in Computer Science, Information Systems, Information Technology or similar
- General Networking comprehension
- Client-Server Communication knowledge
- Troubleshooting experience or competency
- Software installation and upgrade experience
- SQL Database understanding/experience
- Windows OS experience
- Ability to contribute to internal knowledge base for solving customer issues
- Customer service oriented, able to provide clear instructions in a timely manner to customers via phone and email
Knowledge, Skills, and Abilities:
- Linux experience a plus
- macOC experience a plus
- Domain and Active Directory Knowledge
- Ability to troubleshoot Windows Event Viewer
- Mobile phone troubleshooting
- Product Specialist experience
- Ticket Management System experience
- How to utilize logging to troubleshoot