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Technical Support Specialist

Company: FrankCrum
Location: Clearwater
Posted on: November 5, 2019

Job Description:

FrankCrum is seeking a Technical Support Specialist to support sales and client retention through excellent customer service by performing technical support functions and providing technical support to employees and clients. - Essential Duties 1. - - Receives telephone calls and e-mails from users and assists with their technical problems or questions. 2. - - Maintains help desk system data, recording requests from users, maintaining current status, performing follow up and escalation as needed. Contribute to the help desk system knowledge base to promote self-service. 3. - - Performs work on network equipment, appliances, desktop equipment, voice systems, desktop systems, peripherals and vendor services for the information technology department. 4. - - Resets accounts over the phone and through email. 5. - - Ascertains from computer user the nature of problem, determines whether problem is caused by hardware, such as modem, printer, cables, or telephone, formulates diagnosis, and assists users through problem solving steps. 6. - - Provides first level of support for Exchange 2010, including Outlook setup, troubleshooting and Mailbox creation. 7. - - Provides first level of support for digital and IP phone systems. 8. - - Performs Active Directory access administrator duties such as setup of new user accounts, password reset, and deleting terminated user accounts. 9. - - Works with co-workers to research problems and find solutions. 10. Consults with client and staff to implement and support remote check printing setup. 11. Documents system processes for hardware group when needed. 12. Provides training to FrankCrum employees on basic office applications such as word, EXCEL, Outlook and Power Point when necessary. 13. Researches and evaluates new products and attend training sessions and seminars to further knowledge. 14. Performs basic system administration work on various systems. Knowledge, Skills, and Behaviors 1. - - Knowledge of computer hardware and software systems and programs to a broad extent. - 2. - - Knowledge of company services and products. 3. - - Knowledge of customer service methods and procedures. 4. - - Skill to locate technology solutions and apply to application, business and system needs. 5. - - Skill to diagnose and resolve hardware and software issues. 6. - - Skill to use and compose clear, comprehensive, and accurate verbal and written communication and reports. 7. - - Skill to establish and maintain filing systems, format, proofread, edit documents, and perform calculations. 8. - - Skill to learn and use business applications quickly with proficiency. 9. - - Skill to be organized, give attention to detail, and exercise follow up. 10. Skill to research and analyze data and prepare recommendations. 11. Skill to effectively plan, organize, and prioritize work assignments to meet deadlines. 12. Ability to be effective when working independently or cooperatively as a team member. 13. Ability to consistently project a professional appearance and demeanor. 14. Ability to exercise professional judgment and initiative. 15. Ability to interface with multiple departments, multi-task and work independently. 16. Ability to listen carefully and respond to or refer customer requests and problems with diplomacy and a sense of urgency. 17. Ability to look for opportunities to apply new ideas, methods, designs, and technologies. 18. Ability to maintain a positive and respectful attitude. 19. Ability to maintain diplomatic customer/client relations. 20. Ability to process, interpret, and communicate complex information and data. 21. Ability to project an outgoing and service focused personality. 22. Ability to understand and follow oral and written directions. 23. Ability to use discretion in dealing with confidential matters and information. 24. Ability to work in a fast paced environment. 25. Ability to consistently report to work on time prepared to perform duties of the position. - Minimum Requirements 1. - - Associate's degree or equivalent technical certifications desired. 2. - - Two (2) years of experience in areas such as Microsoft desktop Operating systems, Server operating systems, Office Products, local area networking, PC, laptops, portable devices, telephony products and various application suites. 3. - - Experience working with and administering Email Security platforms. 4. - - Experience troubleshooting and supporting antivirus/antimalware programs. In addition, we hope to reward you with some great programs like: Rated Top Work Places by The Tampa Bay Times in 2019 - FrankCrum has been named a Top Workplace for 10 years in a row! That's every year since the rankings debuted in 2010. FrankCrum is one of only ten companies with the consecutive winning streak. Trinity Caf-- - - An organization that since 2001, has served over 789,000 free meals to the homeless and poor of the area. Through our annual golf tournament and jeans day contributions from our employees, FrankCrum has raises over $100,000 each years to support the organization. Charity Golf Tournament - The FrankCrum Golf Invitational is an annual fundraising event for Trinity Caf-- - attended by hundreds of golfers and dozens of sponsors. The annual event has raised more than $1,000,000 to date. Homeless Empowerment Program (HEP) - Since 1986, HEP has provided homeless and very low-income families and individuals with housing, food, clothing and the support services necessary to obtain self-sufficiency and improved quality of life. Haley Crum serves on the Board of Directors as Vice Chair. Tilly's Caf-- - - Named after Frank's dog, Tilly, we have our caf-- - on-site and prepare freshly made to order breakfast and lunch options for our staff, clients and visitors. With Frank's subsidized contribution, you can always find something great to eat at an affordable price. - - FrankCrum is an equal opportunity employer prohibiting discrimination on the basis of race, color, sex, age, religion, national origin, disability, marital status and any other characteristic protected by local, state or federal law. -

Keywords: FrankCrum, Clearwater , Technical Support Specialist, IT / Software / Systems , Clearwater, Florida

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