[Hiring] Technical Service Specialist @Arbitration Forums Inc.

Role Description

The Technical Services Specialist provides second-level technical support to internal and external users. The first level is the Member Service Center. The Technical Services Specialist receives transferred calls and tickets to troubleshoot issues, advises end users on the appropriate resolution, and performs a variety of proprietary application and desktop support tasks. Technical Services Specialist perform end user Security Administration to AF’s production website. Issues that cannot be resolved will be transferred to a Sr. Technical Services Specialist, Endpoint Solutions, Network, Security, Database, or Development experts.

Departmental Expectation of Employee

• Ensure courteous, timely, and effective resolution of user issues; adhere to Technical Services service level agreements for both internal and external users.
• Follow the Leadership Brand.
• Attend security awareness training.
• Be available and provide guidance to Tier 1 support staff.
• Be viewed as approachable and as a mentor to people regarding their support requests and incidents.

Essential Duties and Responsibilities

• Respond to requests for technical assistance via phone, email or instant messaging. Log all Technical Services interactions, using the ticketing system.
• Monitor/follow-up with users to ensure problems have been adequately resolved.
• Redirect unresolved issues to Sr. Technical Services Specialists, follow-up to learn resolution and determine if this should be resolved at the Technical Services level for further related calls.
• Research and access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Assist in development and dissemination of help sheets, usage guides, and FAQ lists for end users.
• Communicate effectively with all business units and at all levels of staff.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Attend training to broaden knowledge of current and future Technical Services issues and technologies.
• Identify and immediately escalate situations requiring urgent attention.
• Stay abreast of latest technology, and the impacts to requests and incident management, including but not limited to: Artificial Intelligence, Large Language Models, Data Analytics, Data Science, Application Programming Interfaces, Software as a Service/Cloud Shared Responsibility Models, Cypress, and Dynatrace.
• Meet or exceed SLA targets for response time, resolution time, and customer satisfaction.
• The employee must be able to support operational hours Monday through Friday, between 7:00 a.m. and 6:00 p.m., and participate in on-call rotations as required.

Additional Duties and Responsibilities

• Secondary work assignments are assigned by the manager, and guidance may be provided by the Sr. Technical Services Specialists as time permits.
• If no priority or time sensitive secondary tasks are pending, the Technical Service Specialist may determine which secondary tasks need attention or what end user training needs there are and work to develop and disseminate materials for users.

Qualifications

• College diploma or university degree in the field of computer science or information sciences, a plus.
• Minimum of 3 years equivalent work experience.
• Industry-related Certification(s) a plus.
• Strong knowledge of computer hardware, including desktops, laptops and printers.
• Proficient with desktop and server operating systems including the current Windows and mac operating systems.
• Application support experience with multiple browsers including Edge, Chrome and Firefox.
• Working knowledge of Office products, WebEx, Antivirus.
• Working knowledge of various diagnostic utilities.
• Application installation & hardware phone troubleshooting experience.
• Knowledge of relevant ticket tracking applications.
• Knowledge and experience of customer service practices.

Americans with Disability Specifications

Physical Demands

• While performing the duties of this job, the employee will be required to sit a majority of the time, in front of a computer screen.
• Employee will need to be able to utilize a phone headset and be able to conduct phone calls frequently.
• Will need to be able to listen to user explanation and to explain resolution steps over the telephone.
• Employee may also be required to stand to repair a computer, monitor or peripheral.

Work Environment

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• AF is a remote working environment. Employee will need to provide working internet and a space for their computer and monitor setup.