SUMMARY

The Technical Support Specialist is responsible for assessing and troubleshooting computer user support problems, including password resets, desktop support issues, or specialized applications support within the CNI Corporate environment. In addition to these core responsibilities, the primary function of this role is to complete Windows 10 to Windows 11 updates for remaining CNI-managed endpoints. The position requires active communication and coordination with end users to ensure updates are executed with minimal disruption. The specialist will also be responsible for following outlined procedures to initiate upgrades and performing follow-up communications to complete post-upgrade troubleshooting and finalization. A key performance metric for this role is meeting or exceeding an average of 14 upgrades per week. This position may also involve monitoring computer systems and operations, as assigned. The role is hybrid and based in the Norman, OK area.

ESSENTIAL REQUIREMENTS

• CompTIA A+ Certification or equivalent.
• Must possess excellent written and communications skills.
• Strong organizational and scheduling abilities.
• Experience with Windows operating systems.
• Meet or exceed average of 14 upgrades a week

KEY DUTIES AND RESPONSIBILITIES

Essential Duties and responsibilities include the following. Other duties may be assigned. 

• Handles inbound telephone customer requests.
• Troubleshoots and resolves issues by applying effective, investigative methods and service desk troubleshooting procedures.
• Performs problem diagnosis, problem recognition, research, isolation and resolution.
• Works independently to determine the best and most efficient solution to resolve the customer’s operational issues, including procedural changes as necessary.
• Applies system analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional specifications based on user profiles.
• Monitors assigned queues, voicemail, web site and other incoming communication methods for user requests for support.
• Documents all actions taken and escalates tickets to higher-level support groups as necessary; participates in maintaining and improving helpdesk standard operating procedures (SOPs).
• Resets user passwords, provides desktop support and/or specialized applications support.
• Monitors computer systems and operations, as assigned.
• Promptly answers help desk phones.
• Adheres to standard procedure documentation. 

EDUCATION AND EXPERIENCE

Associate's degree and a minimum of two (2) years relevant experience, or equivalent combination of education/experience. Experience with PC hardware, MS Active Directory, Exchange 2013 and subsequent versions of messaging services, server 2008/2012, network infrastructure, Windows 7, MS Office 2013, desktop and network operating systems and MS Outlook.

JOB SPECIFIC KNOWLEDGE/SKILLS/ABILITIES

Demonstrated ability to provide customer support for IT issues to local and remote staff.

Demonstrated ability to diagnose and troubleshoot hardware / software / system functional specification issues.

Demonstrated ability to explain technical information in a non-technical manner (verbal and written)

Skilled proficiency in Microsoft SharePoint, Office, Microsoft Windows, Adobe Acrobat, WebEx, Microsoft Lync and Cisco Jabber (support of additional applications may be required).

Ability to coordinate user support requests using a ticketing system. 

Ability to create and produce reports from the ticketing system.

Solid organizational skills relevant to carrying out day-to-day responsibilities.

Detail-oriented with ability to effectively multi-task and manage multiple projects and priorities.

Excellent verbal and written communications skills.

Exceptional customer service skills with ability to use tact in handling difficult individuals and/or situations.

Flexible with ability to work a variety of shift assignments (including overtime).

Ability to be reliable and punctual.

Ability to effectively work both independently and in a team environment.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Work is primarily performed in an office environment. Regularly required to sit. Regularly required use hands to finger, handle, or feel, reach with hands and arms to handle objects and operate tools, computer, and/or controls. Required to speak and hear. Occasionally required to stand, walk and stoop, kneel, crouch, or crawl. Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.  Exposed to general office noise with computers printers and light traffic. 

EOE including Disability/Vet