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Technical Support Specialist

Phoenix, AZ 85054

Posted: 08/15/2023 Employment Type: Contract Job Category: IT & Application Support Job Number: 22699 Workplace Type: Remote

Job Description

Technical Support Specialist
Compensation: DOE 

The Technical Support Specialist II provides first level end-user support and incident diagnosis for applications, endpoints, and infrastructure. The Technical Support Specialist II acts as a single point of contact between the end-user and other IT resources. This position also documents incoming interactions and their resolutions, manages ticket routing and incident resolution with other IT resources, and works with team member to maintain the team’s knowledge base.


• Responds to incoming interactions initiated via phone, email, self-service, or chat.
• Fulfills incoming service requests.
• Diagnoses and troubleshoots incidents with tablet hardware, enterprise applications, locally installed software, and other industry standard technologies.
• Uses the IT Service Management tool to accurately document all incoming interactions and resolutions.
• Appropriately escalates incidents as required and monitors resolution progress until the incident is resolved to the caller’s satisfaction.
• Keeps RISE Service Desk team and management informed of any new support issues in a clear and timely manner.
• Research support issues when resolutions are not readily attainable by checking available resources including, but not limited to, the IT Service Management tool, external knowledge bases, software manuals, and via collaboration with other team members.
• Works to consistently improve call handling, documentation quality, overall end-user experience, and resolution processes.
• Contributes to the department’s knowledge management initiatives.
• Performs other job-related duties as assigned or apparent.

• Bilingual (Spanish)
• High School Diploma or G.E.D.
• Experience with supporting and troubleshooting modern IT endpoint hardware technologies and software products.

• 3+ years of remote IT support experience in a 1000+ decentralized user environment.
• HDI Support Center Analyst or equivalent certification.
• Basic understanding of application/database relationships.
• Ability to communicate technical information to non-technical users.

We look forward to reviewing your application. We encourage everyone to apply - even if every box isn’t checked for what you are looking for or what is required.

PDSINC, LLC is an Equal Opportunity Employer.

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