Technical Support Specialist

As a Technical Support Specialist at NISC, your primary responsibilities will include supporting the system administration of all NISC supported servers and desktop applications, assisting members with troubleshooting their issues, performing support via ACD and managing change requests, and researching technical problems to resolve issues for our members. The goal is to provide high-quality IT support in a team environment, ensuring that our customer systems, whether in a Linux or Windows Server environment, run smoothly and efficiently.

For the Technical Support Specialist position at NISC, basic knowledge of Linux operating systems, Microsoft Windows Server, and TCP/IP networks is crucial. Additionally, strong research and problem-solving skills are important, along with excellent communication abilities. Candidates should also demonstrate a high level of professionalism, attention to detail, and the ability to interact positively with both internal and external contacts. A Bachelor’s Degree in a business-related field or equivalent experience is preferred, though great initiative and accountability can also shine through experience.

A Technical Support Specialist at NISC can expect a hybrid work schedule based in Lake Saint Louis, MO or Mandan, ND. You'll be required to work at least three days a week from one of our office locations, however, there is the option to work up to all five days from the office if desired. The standard working hours are from 8:00 AM to 5:00 PM Central Time on weekdays, and there will be participation in after-hours rotation as needed to support our members.

While the Technical Support Specialist role at NISC encourages applicants with a Bachelor’s Degree in a business-related field or equivalent experience, it's the basic level knowledge of Linux and Windows Server setups, as well as understanding of business applications and TCP/IP networks that sets you apart. Strong verbal and written communication skills and the ability to adapt thrive in a team-oriented environment are equally essential, allowing you to excel in assisting members and resolving issues efficiently.

At NISC, we value integrity, relationships, and innovation in our Technical Support Specialists. Demonstrated professionalism, a commitment to teamwork, and the ability to empower others make for an ideal candidate. Additionally, strong initiative and accountability, along with excellent telephone etiquette, are vital in fostering positive interactions with our members, ultimately enhancing their experience with our services.

When troubleshooting technical issues in a Linux or Windows Server environment, I start by gathering all necessary information to understand the problem fully. I ask specific questions to the user experiencing the issue and check for any recent changes that might have triggered the problem. Once I have clarity, I search through logs or system alerts for clues. Depending on the findings, I will apply a logical step-by-step approach to isolate the issue and implement a solution, testing it afterward to ensure everything is functioning correctly. Communication with team members is crucial throughout this process to share insights and solutions.

Certainly! In my previous role, I encountered a situation where a customer's system crashed unexpectedly. After ensuring they were minimally affected, I analyzed system logs and discovered a recurring error related to an outdated software version. I communicated with the member, explained the steps involved for resolution, and then worked on updating the system remotely. It took collaboration with my team to perform quicker rollbacks, but ultimately the system was restored successfully, and our customer was highly appreciative. This experience underlined the importance of teamwork and effective communication.

For ticketing and issue tracking, I primarily utilize systems like JIRA and ServiceNow. These platforms allow me to document each ticket meticulously, track the status of issues, and prioritize based on urgency. I also find it beneficial to utilize documentation tools, such as Confluence, to create a knowledge base that assists in troubleshooting and can be accessed by others within the team at NISC. This approach not only enhances efficiency but also fosters a culture of knowledge sharing.

When facing multiple support requests, I prioritize based on the severity and impact of each issue on the members’ operations. I assess which problems are most urgent and could significantly affect business continuity. I also communicate timelines and expectations transparently with the members so they understand when they can expect follow-ups or resolutions. Additionally, I utilize a ticketing system to track all requests and ensure no one is overlooked while maintaining a steady workflow.

I have substantial experience with remote desktop support, where I assist members who are facing challenges on their devices from afar. I utilize tools like TeamViewer and Zoom to establish remote connections, allowing me direct access to the member's desktop for troubleshooting. I ensure that I communicate clearly and guide them through the necessary steps while monitoring their system closely to resolve the issues as they arise. This hands-on approach not only resolves their immediate concerns but also educates them for future reference.

When faced with a technical question I don’t have an immediate answer to, I remain calm and assure the member that I will find the necessary information. I take the opportunity to research the topic, consulting documentation, and resources available within the team. I might also reach out to colleagues for their insights if the situation warrants quicker attention. Once I have acquired the needed information, I make sure to follow up with the member and provide a detailed explanation, which further strengthens trust in our support.

To maintain my technical skills, I engage in continuous learning through various means. I participate in online courses related to Linux and Windows systems, attend webinars, and join forums where IT professionals discuss the latest trends and technologies. Additionally, I stay updated with certifications in relevant areas, as they provide both theoretical knowledge and practical skills that enhance my effectiveness as a Technical Support Specialist at NISC. I believe that personal development plays a significant role in success in technical support roles.

My experience with customer service has been extensive and rewarding. I view customer service as the backbone of any technical support role. I emphasize active listening to understand the member’s issues and strive to provide clear and concise resolutions. My approach involves personalizing interactions, maintaining a friendly and calm demeanor, and ensuring that members feel valued and heard. By addressing their concerns sincerely and efficiently, I’ve fostered long-lasting relationships with customers, contributing to overall satisfaction.

I adapt to new technology or systems by maintaining a growth mindset and being proactive in my learning. I take the initiative to explore new tools through hands-on practice or tutorials, often dedicating time to familiarize myself with system functionalities. Furthermore, I utilize resources available, such as training sessions and documentation created by the company. This proactive approach allows me to get up to speed quickly and confidently in using new technologies to assist members effectively.

If I received conflicting information from two different sources regarding a technical solution, I would first gather all relevant details from both sources to analyze the discrepancies. It’s essential to validate each piece of information by cross-referencing against reputable documentation and seeking clarification from more experienced team members if needed. Once I determine which solution is viable, I would communicate this clearly to the involved members, ensuring that they have a thorough understanding of the solution and the rationale behind it.