Technical Support Specialist 2

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Written by AI from the job title and company, not by American Institutes for Research, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Technical Support Specialist 2 at American Institutes for Research (AIR) plays a crucial role in delivering exceptional technical support to internal and external clients. This position involves diagnosing and resolving complex technical issues, providing training to users, and ensuring optimal functionality of applications and systems. The Technical Support Specialist 2 will collaborate with cross-functional teams to enhance system performance and user experience while maintaining high standards of service delivery.

Job Responsibilities

• Provide advanced technical support services to users, troubleshooting hardware and software issues effectively.
• Assist in the configuration and installation of new systems and updates.
• Document and track support issues through ticketing systems, ensuring timely resolution.
• Conduct user training sessions to facilitate efficient use of applications and systems.
• Collaborate with IT teams to identify service improvements and implement software patches.
• Generate reports on support cases to inform management about system needs and user feedback.
• Participate in on-call support rotations as necessary to ensure 24/7 system availability.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years of experience in technical support or a similar role.
• Strong knowledge of operating systems, server environments, and application software.
• Experience with help desk software and remote support tools.
• Excellent problem-solving abilities and attention to detail.
• Strong interpersonal and communication skills, with a customer service-oriented attitude.
• Ability to work independently as well as collaboratively in a team environment.

Technologies & Tools

In this role, the Technical Support Specialist 2 will utilize a variety of technologies and tools, including but not limited to help desk ticketing systems such as Zendesk or ServiceNow, remote desktop applications like TeamViewer or AnyDesk, and various operating systems including Windows, macOS, and Linux environments. The use of monitoring tools to assess system performance and user experience will also be integral to this position.

Ideal Candidates

The ideal candidate for the Technical Support Specialist 2 position is a proactive and adaptable individual who possesses a strong technical acumen and a passion for supporting users. They should exhibit exceptional analytical skills, enabling them to approach and resolve issues methodically. Effective communication and a patient demeanor are crucial, as this role involves interacting with users at various skill levels. A commitment to continuous learning and improvement, alongside a collaborative spirit, will further distinguish a strong applicant in this role.