Technical Support Specialist
Technical Support Specialist
Posted on :
04-07-2025
Employer Active
1 Vacancy
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Job Description
Are you looking for a company who believes in world class employee culture and focuses on growing YOU professionally
Alpine Intel is dedicated to innovation across the property auto liability and workers comp insurance fields helping our customers reach peak performance throughout the policy life cycle. Through our operating brands HVACi StrikeCheck National Fire Experts Donan Engineering BSC Forensics Component Testing Laboratories The Robison Group VRC Investigations TechLoss and Mecanica Scientific Services we are respected as the industry leader for our scale and our track record of conducting expert specialized and accurate investigations. Headquartered in Charlotte North Carolina our team of experienced professionals provides high-quality solutions nationwide. Alpine Intel is looking for bright candidates with a passion for problem solving to join our growing team.
Alpine Intel. Decide Right.
We are currently seeking an Technical SupportSpecialisttojoin our growing team inCharlotte NC.
Alpine Intel is seeking an IT Support Specialist to provide IT support in our Charlotte NC office. The candidate must be able to thrive in a fast paced demanding work environment as our call center is a critical part of the IT technical Support Specialist will report directly to the IT Technical Support Supervisor.
What DoesAlpine IntelOffer You
- Competitive Compensation Package
- A Diverse & Positive Work Environment
- Professional Development
- Employee Referral Bonus
- Medical Vision and Dental Insurance Coverage
- 401K with Match
- HSA and HRA (Employer contributions)
- Paid Parental Leave
- Company Paid Life Insurance
- Company Paid Short-Term and Long-Term Disability
- Tuition Reimbursement
- Paid Time Off and Holidays
Minimum Requirements:
- College diploma or university degree in the field of computer science and/or 2 years equivalent work experience.
- Certifications in IT related fields such as CompTIA Microsoft etc. is preferred.
- Knowledge of basic computer hardware including laptops desktops printers switches routers access points and headsets.
- Experience with ticketing systems such as Service Team Team Dynamix Etc..
- Experience with desktop and server operating systems including Windows MacOS iOS Android.
- Extensive application support experience with Microsoft Office Five9 Contact Center Ring Central PDF Software.
- Working knowledge of a range of diagnostic utilities to support a Windows Meraki and iOS environment.
- Familiarity with the fundamental principles of ITIL.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills with a focus on rapport building listening and questioning skills.
- Strong documentation skills.
- Ability to conduct research into a wide range of computing issues as required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Experience working in a team-oriented collaborative environment.
Duties and Responsibilities:
- Install and configure: Setup computer hardware software cellular devices and peripheral equipment.
- Troubleshoot: Diagnose and fix software and hardware issues.
- Provide Support: Help Users with technical problems including password issues including in-person and remote support.
- Maintain: Perform regular system maintenance and updates.
- Test: Evaluate new technology and recommend solutions.
- Analyze: Review records and logs to identify trends and potential issues.
- Create accounts: Setup accounts for new users.
- Repair: Repair and replace equipment as needed.
- Deployment: Deploy pre-packaged software using distribution tools and processes as requested by end users.
- Provision: Provision devices for employees laptops and mobile devices.
- Asset Management: Ensure all devices are entered into ITAM database and is up to date and maintained in the asset management tool.
- Provide first contact support of incoming requests to the service desk via telephone web portal email and chat to ensure courteous timely and effective resolution of end-user issues.
- Build rapport and elicit problem details from service desk customers.
- Prioritize incidents and service requests according to defined processes to meet defined SLAs.
- Escalate incidents with accurate documentation to suitable technician when required.
- Record track and document the service desk incident-solving process including all successful and unsuccessful decisions made and actions taken through to final resolution.
- Use remote tools and diagnostic utilities to aid in troubleshooting.
- Research solutions through internal and external knowledgebase as needed.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level when remote tools are not appropriate including hardware repairs delivery of peripherals or other fixes as determined.
- Install antivirus software and ensure virus definitions are up to date.
- Perform patch and vulnerability remediation.
- Provision laptops for new employees.
- Handle mobile device management responsibilities such as deployment and replacement.
- Perform preventative maintenance including checking and cleaning of workstations printers and peripherals.
- Test fixes to ensure an incident has been adequately resolved.
- Develop help sheets and FAQ lists for end users.
- Contribute to technical knowledgebase as needed.
- Reinforce SLAs to manage end-user expectations.
- Provide suggestions for continual improvement.
Physical Requirements:
- Works in an office environment and uses a computer telephone and other office equipment as needed to perform duties.
- Noise level in the work environment is typical of that of an office.
- Incumbent may encounter frequent interruptions throughout the workday.
- Will occasionally travel to field/site inspection locations and experience outdoor conditions.
- Regularly required to sit talk or hear; frequently required to use repetitive hand motion handle or feel and to stand walk reach bend or lift up to 50 pounds.
To learn more about us visithttps:// Intelis committed to creating a diverse environment and is proud to be an equal opportunity employer. We are an E-Verify participating employer.
Required Experience:
Unclear Seniority
Employment Type
Full Time
Key Skills
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