Job Description
Job Description
Job Description:
Job Title: Support Specialist
Department: Information Technology
Reports To: Support Lead
FLSA Status: Non-Exempt
Prepared By: Human Resources Department Prepared Date: 2-6-2025
Approved By: HR Approved Date: 2-6-2025
Summary: The Support Specialist will ensure system availability and user satisfaction through technical troubleshooting, user support. This role involves addressing technical support issues, maintaining documentation, and implementing process improvements.
Essential Duties and Responsibilities:
- Provide technical support and resolve application-related issues.
- Monitor and maintain application performance and system reliability.
- Develop and maintain documentation and training materials.
- Implement process improvements and stay updated on industry best practices.
- Conduct training on the applications we support.
- Stay current with industry trends and best practices in Technical Support.
- Assist in maintaining an organized and clean work environment.
- Other duties may be assigned by your Supervisor and Managers.
Supervisory Responsibilities: This job has no supervisory responsibilities.
Competencies: To perform the job successfully, an individual should demonstrate the following competencies:
- Oral Communication: Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
- Safety and Security: Uses equipment and materials properly.
- Attendance/Punctuality: Is consistently at work and on time.
- Knowledge of trends and best practices in Technical Support.
- Ability to manage conflicts and foster teamwork.
- Technical troubleshooting and problem-solving skills.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Education and/or Experience: 2 year degree in Computer Science, Information Systems, or a related field; or equivalent combination of education and experience. Experience in a technical support role preferred.
- Language Skills: Ability to read and comprehend simple instructions, correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and team settings.
- Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
- Computer Skills: Proficiency in MS Office Productivity Tools (Word, Excel, Outlook, PowerPoint), Familiarity with application support tools like Zendesk and support processes.
- Other Skills and Abilities: High accuracy and extreme confidentiality a MUST. Detail-oriented and very organized. Ability to prioritize tasks and manage time effectively.
Physical Demands: While performing the duties of this Job, the employee will have a combination of standing, sitting, bending, and reaching. May work at computer monitors for prolonged periods. The employee may lift and/or move up to 10 pounds.
DISCLAIMER: Job descriptions are not meant to be all-inclusive and/or the job itself is subject to change. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.