echnical Support Specialist (Contractor)
Infrastructure & Operations
Full-time Hours, Contractor
The individual selected for this role will not be directly employed by PBS. The incumbent will be hired by a staffing firm as a contractor under the instruction of and complete work directly for PBS.
The Technical Support Specialist will be responsible for providing excellent service to PBS Staff on a diversity of hardware platforms, applications, and operating systems while promoting innovation and ushering changes in technology.
Essential duties will include, but not limited to:
Resolve end user service requests received via telephone, email, walkup, chat, or social
media in a prompt, courteous manner.
Monitor service requests life cycle to ensure customer satisfaction.
Follow procedures to meet business needs.
Apply Group Policy Objects to manage users and computers.
Apply Mac OS X deployment packages using Mac Server and Casper Suite.
Troubleshoot hardware and software problems for diverse hardware platforms and operating systems.
Use ticketing system to document all pertinent information about support requests.
Configure and troubleshoot iOS and Android devices.
Install and troubleshoot software used and supported by the SolutionCenter.
Write knowledge base articles for peers and end users.
Requirements for success
Bachelor's degree in Computer Science, Information Systems or related technical degree; or Bachelor's degree in non-related field accepted with adequate training and experience.
ITIL Foundation Certification Required
ITIL Intermediate Certification Desired
3 years' of service desk experience supporting Microsoft Windows and Apple OS X operating systems in an enterprise or retail environment.
Experience with Service Support and Service Delivery in an ITIL environment.
Experience planning and implementing service management (ITSM.)
Experience deploying Windows using Microsoft Deployment Toolkit.
Experience deploying Apple Mac OS X computers in an enterprise environment.
Experience using Active Directory to manage computer settings and users\groups access to network resources.
Experience supporting Microsoft Office 2010/2011/365 applications.
Experience transitioning services and managing change.
Experience configuring and troubleshooting iOS and Android mobile devices.
Ability to learn and support assorted applications.
Ability to troubleshoot Ethernet and Wireless networks.
Experience installing, configuring, and troubleshooting Xerox and HP printers.
Ability to use a range of diagnostic utilities effectively
Must have excellent customer service and interpersonal skills
Must have excellent written and oral communication skills.
Must have strong documentation skills.
Must have excellent organizational skills, be detail oriented.
Must have ability to handle multiple tasks simultaneously.
Ability to move heavy equipment (such as a LaserJet printer).
Driver's license and reliable transportation required (in support of multiple sites).
Must be willing to participate in a 24x7 on-call rotation.
PBS is an Equal Opportunity Employer of Minorities, Women, Protected Veterans, and Individuals with Disabilities