Job Title
IT Support Specialist - I ($45,000 - $59,000)

Reports To
The IT Support Specialist reports to the IT Manager.

Job Overview

The IT Support Specialist provides technical assistance to all CBIT customers. Answer questions or resolve computer problems for clients in person, via telephone, or from remote locations.
The ideal candidate is enthusiastic, positive and provides fanatical customer service.

Responsibilities and Duties

• Provide technical assistance to CBIT customers in person, via telephone, or from remote locations.
• Strive to achieve “first call resolution” for fanatical customer service.
• Answer questions or resolve computer problems for clients
• Install, modify, and make minor repairs to personal computer hardware, software, printers, peripherals and other network and/or computer peripherals.
• Investigate and resolve software and hardware problems of computer users
• Evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies; Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error
• Handle problem recognition, research, isolation, resolution and follow-up for routine user problems; Performs minor repairs to hardware, software, or peripheral equipment following design or installation specifications, referring major problems to supervisor or vendor
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
• Enter commands and observe system functioning to verify correct operations and detect errors
• Install, configure and upgrade operating systems and software, using standard business and administrative packages; may modify specific applications for specific operational departments; Installs, assembles and configures computers, monitors, and peripherals such as printers, scanners, phones and related hardware
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities via problem management database maintain historical records and related problem documentation
• Follow proper escalation procedures for support that could not be resolved at Tier 1.

Escalation should include detailed notes and all pertinent information (screenshots, vendor contact info, customer contact info, error messages, etc.) to ensure smooth handoff.

• Rotate on-call. Current rotation is 1 week very 4 weeks.

• Support IT projects for customers and internal efforts
• Adhere to company policies, procedures and best practices

Soft Skills:

• Professional, pleasant, and patient demeanor
• Must have the ability to listen intently to staff and clients as needed
• Help reinforce image and professionalism of the CBIT team through polished professional communications and interactions
• Exceptional customer service orientation, high degree of professionalism, and ability to work with minimal supervision
• Must have demonstrated maturity in judgment and ability to provide clear and concise guidance to others
• Must be flexible, prioritize workload, able to manage multiple tasks, and have strong attention to detail
• Ability to communicate successfully with business clients, explaining technical issues in clear, understandable terms.
• Exceptionally self-reliant and self-directed

Qualifications

• 1+ years of directly related experience and/or an acceptable combination of higher education and real-world experience.
• Excellent organizational, written and verbal skills

Job Type: Full-time

Pay: $45,000.00 - $59,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• On call

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• West Richland, WA 99353: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Required)

Work Location: One location

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