Technical Support Specialist I

JOB SUMMARY: Assists with the day-to-day support of Western States Equipment's computing environment, providing user assistance with hardware and software issues.

ESSENTIAL FUNCTIONS:

• Provides first level IT Service Desk support.
• Evaluates and resolves end user computer, mobile, and connectivity issues.
• Escalates incidents and requests to higher tier level, as appropriate.
• Installs and maintains computer hardware, software, and peripherals in a network environment.
• Provides on-site and remote user support.
• Utilizes departmental tracking systems to track inventory and technical issues.
• Assists in researching, testing and implementing new hardware and software solutions.
• Performs user administration and provisioning/de-provisioning and permission assignments.
• Follows all company policies, procedures, and standards.
• Works within and promotes the corporate vision, mission, and values of the organization.
• May pursue issue resolutions by working with technology providers.
• Provides training to end-users.
• Creates and maintains system documentation.
• Performs other duties as assigned.

KNOWLEDGE SKILLS AND ABILITIES:

• Ability to install and troubleshoot PC and mobile device hardware and software.
• Ability to assist in root cause problem analysis and resolution.
• Ability to troubleshoot basic networking issues.
• Ability to assist in implementing new technologies, processes, and procedures.
• Excellent customer service and telephone skills.
• Good written and verbal communications skills.
• Ability to develop and maintain effective working relationships with others.
• Ability to organize work, prioritize tasks.
• Ability to create system documentation with attention to detail.
• Ability to follow established processes and procedures.
• Ability to perform off-hours support and maintenance, which may include nights, weekends, and holidays with short notice.
• Ability to travel overnight.
• Ability to perform job functions with general supervision.
• Must be able to communicate (speak, read, comprehend, write in English).

EDUCATION AND EXPERIENCE:

• Associates degree in Networking, Information Technology, or related field or equivalent experience required.
• Two years of end user/desktop Technician experience required.
• CompTIA or Microsoft MTA Certifications preferred.

PHYSICAL CHARACTERISTICS:

• Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching pushing, pulling, leaning and twisting.
• Must be able to meet all safety requirements for applicable safety policies.
• Able to lift up to 50 lbs in accordance with Western States' Lifting Safe Work Practice to include amount and

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.