Technical Support Specialist
St. Louis, MO 
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Job Description

Job Title

Technical Support Specialist

Job Description Summary

Provides first level support for designated end users. Provides oversight and supervision of team of Technical Support Associates. The job will require you to handle inbound calls/emails/chats regarding technical issues from designated end users. Has technical experience and skills in the areas of customer service, problem determination, and analysis. Has supervisory experience/skillset.

Job Description

Position Summary

Provides first level support for designated end users. Provides oversight and supervision of team of Technical Support Associates. The job will require you to handle inbound calls / emails / chats regarding technical issues from designated end users. Has technical experience and skills in the areas of customer service, problem determination, and analysis. Has supervisory experience / skillset.

Essential Job Duties

  • Provides oversight and supervision of team of Technical Support Associates
  • Responsible for providing first-line telephone, chat, or email technical support of hardware, systems, sub-systems and/or applications for designated internal users
  • Perform support functions to include: setup of peripheral equipment, software installs and configuration, wireless and LAN configurations, and resolve access issues and other issues as required.
  • Creation of incident tickets in ServiceNow for reported incidents or requests for service
  • Incident ticket documentation including problem description, work history, and resolution
  • Resolving incidents in a timely manner to meet the defined Service Level Targets
  • Fulfillment of IT Service Requests for designated internal users
  • Support and troubleshooting for mobile devices
  • Participate in creation of ServiceNow knowledge articles detailing troubleshooting processes and procedures
  • Interface with Global IT Service Desk, Territory Managers, 3rd party vendors and other support groups as required
  • Performs other related duties as required or requested

Minimum Requirements

  • Associates degree or college coursework
  • 3 -5 years of technical experience in a similar role
  • ITIL Foundation Level certification preferred or demonstrate knowledge of processes
  • Industry related technical certificates are a plus or any similar combination of education and experience
  • Proficient with Windows OS
  • Proficient with O365 and MS Office Suite
  • Proficient with Apple and Android devices
  • Familiar with remote support tools

Competencies

  • Customer focused
  • Critical thinker / problem solver
  • Professionalism & work ethic
  • Interpersonal communication
  • Technical aptitude

The above-referenced position summary is a guideline designed to present an overview of job duties and is not intended to be a comprehensive list of responsibilities and requirements.

Cushman & Wakefield provides equal employment opportunity. Discrimination of any type will not be tolerated. Cushman & Wakefield is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.
Cushman & Wakefield is an Equal Opportunity / Affirmative? Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity, protected veteran status or any other characteristic protected by law.

 

Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Associate Degree
Required Experience
3 to 5 years
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