Support Specialist

The impact they have on the company is through their crucial role of minimizing disruptions, improving user productivity, and maintaining customer satisfaction. Additionally, they contribute to knowledge base documentation and collaborate with cross-functional teams to address recurring technical problems, ultimately enhancing the overall reliability and performance of systems and applications. 

Performance Outcomes 

Technical Support  

The Support Specialist is an entry-level technician with basic computer hardware and application support skills. They are learning the tools, applications, processes, and policies used and/or developed by PPLSI, and are developing their company knowledge and experience to be able provide efficient and accurate support for our systems. Their primary work is to support technical issues or questions related to hardware or software utilized by PPLSI and its customers. This includes basic troubleshooting and creation of tickets for escalation for support, largely working from emails, calls, and tickets reported by their customers.  

Individual tasks include:  

• Troubleshoot and resolve issues by applying effective troubleshooting procedures 

• Troubleshoot Microsoft related issues, access issues, network connectivity, hardware swaps, PC setup, and other IT support 

• Provide periodic desktop remote control support or monitoring of computer systems and operations as assigned 

• Document problems, diagnostics, interactions, next steps, and solutions in knowledge base platforms 

• Document all actions taken to escalate tickets to higher-level support groups as necessary 

• Help track software licenses and allocations 

• Engage in ongoing personal study of modern technologies and industry-related knowledge and skills 

Engagement and Collaboration 

The Support Specialist will work closely with their teammates and will engage with a wide array of end-users across the company in all kinds of positions and levels. They will typically learn from their peers but can influence when the circumstances allow. They will welcome and seek opportunities to learn and grow from more senior teammates as they also continue to develop their skills.  

Engagement responsibilities include:  

• Provide an extraordinary customer service experience, including exercising a calm, patient, and understanding demeanor, with excellent listening and communication skills  

• Promptly respond to technical support requests via phone, email, or instant message  

• Collaborate with peers, team leads, engineers, and others to resolve customer issues 

• Escalate complex issues to the appropriate internal teams or external partners or vendors when necessary, ensuring prompt and efficient resolution 

• Follow-up with customers to ensure accurate resolution for their technical issues 

• Share on-call/escalation responsibilities with your team 

• Actively participate in team meetings and events  

Education, Knowledge, and Experience 

• 0-2 years of industry experience in technical support, help desk support, desktop support, or similar roles 

• High School Diploma or equivalent; higher degree- a plus  

• Proficiency with Microsoft Office Suite (Word, Excel, Outlook, Teams, etc) 

• Proven aptitude for quickly learning systems, processes, and procedures, and grasping technical concepts  

• Exceptional written and spoken communication skills with experience in interacting with a range of personalities and styles to establish an effective relationship at all levels of the organization 

• Commitment to putting customer safety and satisfaction first  

• Ability to manage competing demands while remaining adaptable and flexible 

• Willingness to learn new approaches and technologies 

• Ability to work well with others in a collaborative environment 

• Attention to detail and quality 

• Open-minded approach to new ideas and approaches 

• Passion for learning new technology 

FLSA Status 

Non - Exempt  

Physical Requirements/ Work Environment  

Employee must be able to sit or stand for long periods of time, with the physical ability to work at the computer or other sedentary tasks for long periods of time. Employee can conduct duties discreetly and impartially. If working remotely, employee is able to work in a space that allows them to effectively complete their job tasks, including having reliable internet connectivity and the ability to participate effectively while on phone and video calls. Ability to work onsite at least some of the time may be required. Employee has regular and predictable attendance and punctuality. Ability to lift up to 50 pounds.