Software and Desktop Support Specialist
The Software and Desktop Support Specialist provides technical support for ten proprietary software applications to the client user population by performing question/problem diagnosis and guiding clients through provided solutions. The Software and Desktop Support Specialist answers and records inbound calls and email requests, resolves customer issues, opens and takes ownership of reported issues, and provides thorough documentation throughout the process. He/she escalates unresolved or potential issues while maintaining primary contact with the client regarding progress and resolution. The Software and Desktop Support Specialist also provides support for all internal desktop hardware and software used by all departments. This position is responsible for providing technical support to customers and internal departments in a professional, timely, and efficient manner.
Position Responsibilities:
Required to learn and have a solid understanding of the companys products used by customers.
Provide technical support to customers in regard to function, error reporting, and installation of proprietary software via telephone and email.
Documents all customer interaction in the Support Call Tracking application including details of problems reported, research and testing of issues reported, and contributing to knowledge base growth.
Recreates customer technical environments to research, identify, and resolve a variety of product issues.
May perform pre-installation conference calls with customers sales representative, technical team, and project manager.
Works on a team with support representatives when addressing daily calls and troubleshooting complex technical issues.
Tests new releases of proprietary applications and installation of applications.
Provides technical support for internal systems largely including laptops, desktops, and user applications.
May perform research and assistance for internal networking and server related issues when required.
Manage the system delivery process.
May author and document installations for propriety applications.
Job Experience and Required Skills
High level of integrity and job commitment, criminal background, credit, and drug clearance required.
A Bachelors degree in Information Technology, related discipline preferred; will consider applications with equivalent work experience. A minimum educational requirement of a High School Diploma is required.
Experience providing Customer Support in a customer service environment.
Knowledge of Microsoft Windows Server 2000, 2003, and 2008
Knowledge of Microsoft 2000, XP, and Vista
Knowledge of Relational Database support in Microsoft SQL Server 2000 and 2005
Knowledge of Microsoft IIS 5.0, 6.0, and 7.0
Knowledge of Microsoft Office Suite
Ability to learn quickly in a fast-paced environment
Ability to balance multiple high priorities
Self-motivated, proactive, and high attention to detail.
Exceptional customer service
Excellent oral and written communication skills
Analytical problem solver with the ability to use conventional methods for problem identification and resolution.
Preferred Experiences and Skills:
Working knowledge of SQL 2000 and 2005 databases
Authoring InstallShield or MSI based installations
Experience implementing client/server applications utilizing DCOM and COM+
Experience with implementing .NET Web-based applications within IIS 7.0
Join a fast paced, high technology software company, where you will be given the opportunity to learn new things and have an immediate impact.
- Location: Bannockburn
- Compensation: Great benefits, including competitive salary, insurance, 401K, Profit Sharing, flexible work hours and vacation
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.