Job Summary:

The Technical Support Specialist will oversee Technical Support Representatives and provide higher-level technical support in circumstances that are beyond the expertise of the Technical Support Representatives.

Supervisory Responsibilities:

• Hires and trains Technical Support Representatives.
• Oversees the daily workflow and schedules of Technical Support Representatives.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees in accordance with company policy.

Duties/Responsibilities:

• Coordinates and assigns work projects such as converting new computer hardware or software.
• Evaluates expanding or enhanced computer operations; makes recommendations for improvement and upgrades to hardware and software to manage workload and system requirements.
• Provides technical supportidentifying, investigating, and resolving users problems with computer software and hardwarefor problems that are beyond the expertise of Technical Support Representatives.
• Applies knowledge of computer software, hardware, and procedures to solve problems.
• Collaborates with other employees to research and resolve problems.
• Collaborates with programmers to explain errors and/or recommend modifications to computer programs.
• Arranges service by software or hardware vendors to repair or replace defective products.
• Develops and communicates department projects and goals.
• Maintains knowledge of technology innovations and trends.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Strong supervisory and leadership skills.
• Strong analytical and problem-solving skills.
• Superior understanding of computer hardware and software systems.
• Excellent time management skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Proficient with Microsoft Office Suite or related software.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Proficient with or the ability to quickly learn an array of computer hardware and software.

Education and Experience:

• Bachelors degree in Computer Science or related field, or equivalent experience, required.
• At least four years of related experience required.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.