Technical Support Specialist/Associate

To qualify for the Technical Support Specialist/Associate role in Baltimore, MD, candidates should ideally possess a bachelor’s degree in IT, Computer Science, or a related field. Additionally, having a minimum of 3 years of experience in a technical support or client-service role, preferably in a managed services provider environment, is essential for success in this position.

As a Technical Support Specialist/Associate, your primary responsibilities include providing timely support for technical issues through various channels such as phone, email, and ticketing systems. You'll install, configure, and maintain hardware and software, manage and troubleshoot network services, and handle user accounts in Active Directory. Your role also involves documenting changes, training colleagues, and contributing to a collaborative knowledge-sharing culture.

Yes, prior experience with network services such as TCP/IP, DNS, DHCP, and Network Attached Storage is crucial for a successful Technical Support Specialist/Associate. Your technical skills in these areas will enable you to effectively troubleshoot and support our clients’ network needs, contributing significantly to their operational efficiency.

The work environment for a Technical Support Specialist/Associate in Baltimore is predominantly remote, with occasional visits to client sites. You can expect a supportive and friendly atmosphere that promotes teamwork, continuous learning, and professional growth. There are also scheduled working hours primarily from 8 am to 5 pm, with some after-hours availability as required.

In addition to a competitive salary range of $60,000 - $70,000 per year, the Technical Support Specialist/Associate role offers several perks such as paid time off, paid holidays, and ongoing training and development opportunities. Our company values work-life balance and strives to create a nurturing environment for all team members.

When addressing hardware issues, I start with basic checks such as verifying power connections and ensuring all components are properly seated. I then run diagnostic tests and check for software conflicts. If necessary, I escalate the issue following company protocols while documenting each step to maintain clarity.

In my previous role, I managed user accounts within Active Directory including creation, deletion, and modifications. I ensured security protocols were upheld by routinely auditing user access and permissions, which played a crucial part in maintaining our IT security measures.

I prioritize support tickets based on their urgency and the impact on the client's operations. Tickets related to critical business functions are addressed first, and I use a ticketing system to track, manage, and communicate effectively about the status and expected resolution times to clients.

I once dealt with a major network outage impacting multiple client sites. After thorough investigation, I discovered misconfigured DHCP settings. By coordinating with the client to allow for downtime and following a detailed resolution plan, I restored service quickly while ensuring client satisfaction throughout the process.

I utilize various remote support tools like TeamViewer and Remote Desktop Protocol (RDP) to troubleshoot technical issues efficiently. These tools allow me to access client machines directly, helping reduce downtime and providing a clearer understanding of the issues at hand.

I approach difficult client interactions with empathy and patience. Listening actively to their concerns helps me understand the root of the issue, and I offer reassurance that I’m there to help. Keeping communication clear and setting realistic expectations plays a critical role in resolving the situation positively.

To ensure data security, I follow strict protocols for user account management, implement strong password policies, and regularly update software and systems. Additionally, I conduct routine training for clients and peers on best practices, building a security-conscious culture within the organization.

I document all support activities using our ticketing system, ensuring that each interaction is logged with detailed notes. This includes the nature of the issue, steps taken for resolution, and any follow-up actions needed. This documentation not only aids future troubleshooting but also assists in maintaining service continuity.

I have extensive experience with TCP/IP networking, having configured and troubleshot networks in various environments. Understanding protocols allows me to identify and resolve issues effectively, whether it’s related to connectivity or performance, ensuring a reliable network for our clients.

I keep my technical knowledge current by attending industry webinars, participating in online courses, and engaging with technical forums. Staying connected with professional organizations also allows me to exchange knowledge and stay updated with the latest trends and technologies in IT support.