Technical Support

Date Posted: 02192025Hiring Organization: Rose InternationalPosition Number: 478465Job Title: Technical SupportJob Location: Windsor, CT, USA, 06095Work Model: HybridShift: Hybrid, Onsite 4 days a week, 8AM-5PMEmployment Type: TemporaryEstimated Duration (In months): 13Min Hourly Rate($): 40.00Max Hourly Rate($): 44.00Must Have SkillsAttributes: Customer Service, Help Desk, Problem Management, Remedy, SQL, Technical Support Job Description***Only qualified Technical Support Analyst candidates located near the Windsor, CT area to be considered due to the position requiring an onsite presence***Required Education:• Bachelor's Degree in Computer Science, MIS, or a similar area of study. Five years of project management experience required.Preferred Certification:• Help Desk or A+ Certification.Requirements:• 3-7 years of Technical Troubleshooting Support experience.• Strong understanding of technical support and operating system - windows, imaging, call center and voice technology.• Intermediate knowledge or skills in SQL queries and scripting.• Ability to document user, support, and maintenance procedures.• Customer service skills, including conflict resolution.• Effective communication with staff, management, end users, and other customers.• Ability to conceptualize end-user steps and processes to readily identify issuesproblems.• Troubleshooting PC problems and issues.• Problem-solving and analytical skills.• Ability to train less experienced end users and staff in resolving more complicated PC technical issues and processes.• General knowledge of PC systems, hardware, and software.• Knowledge of software functionality.• Remedy Action Request System (Help Desk System)• Hardware and software support of computing systems• Knowledge of PC remote access functions and usageUnder general supervision, the IT Support Specialist configures and installs moderately complex software for IT users' desktops and mobile devices. This role provides intermediate technical support (through Tier 2) for software and hardware of end-user computing. The specialist troubleshoots to readily identify problems andor technical issues and escalates them to the appropriate staff for resolution.Responsibilities:• Process more complex help desk tickets passed on from ITSC.• Provide moderately-complex functional support of applications, isolate issues, and distribute tickets to the appropriate team for resolution.• Isolate higher-level issues by reproducing incidents, identifying invalid data within the database, andor tracing transactions through infrastructure to identify failure points.• Create DB scripts to correct invalid data within the database.• Facilitate the resolution of tickets passed on to any Tier 3 support group, working with external vendors as needed.• Create and update Support and User Guides.• Deliver post-development support, including client installations.• Provide management ticket reports, Pareto Reports, and various others.• Contribute to the creation and modification of system or application monitors.**Only those lawfully authorized to work in the designated country associated with the position will be considered.****Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.** Benefits:For information and details on employment benefits offered with this position, please visit here. Should you have any questionsconcerns, please contact our HR Department via our secure website.California Pay Equity:For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 1310-91.).

Created: 2025-02-22