Technical Support Specialist

About the role

• Job Title: Technical Support Specialist
• Department: Information Technology
• Reporting to: Global IT Manager

Location: Baltimore, MD. Hybrid, 3 days per week required in office.

Hours of work: Typical hours of work are from 8:30 AM until 5:00 PM Monday thru Friday. Additional hours may be necessary as needed. This position is exempt from overtime.

Overview

As a Technical Support Specialist with InVita, you will primarily be responsible for assisting and working directly with our employees and clients by solving their technical questions and developing a working knowledge of all of our in-house systems.

Who

Desired candidates are experienced and customer-focused technical support gurus. Those with a passion for resolving complex issues and providing friendly and prompt service to our internal team are ideal InVita employees. Proven candidates with an ability to quickly learn new software and technologies, effectively troubleshoot problems, and communicate complex information in a clear and concise manner are successful.

Essential Functions

• Install or uninstall basic software components and systems.
• Ship hardware and new employee equipment across the country.
• Verify proper software set up(s) and provide in-depth onboarding to new employees.
• Assist with programming new applications and with troubleshooting of product and application problems.
• Treat all requests courteously and professionally, in line with the company standards.
• Collaborate with team members to resolve issues where appropriate and contribute to a friendly, helpful environment.
• Communicate effectively with other areas of the company to report on technical problems.
• Create and update troubleshooting guidelines.
• Document processes where there are no current standards.
• Work independently on resolving incidents and escalate issues to upper management as necessary.
• Act as a backup SME in the absence of the director and systems administrator.
• Other duties, as necessary.

Qualifications

• A bachelor's degree in a technology field is preferred.
• 2+ years of technical customer support.
• Ability to manage multiple projects and tasks.
• Excellent problem-solving skills.
• Solid interpersonal skills.
• Understanding of Web Services.
• A general understanding of networking environments (VPN, FTP, etc.).
• Basic computer hardware setup and networking.
• Willing to think outside the box to help create additional support tools.

Physical Demands and Work Environment

• While performing the duties of this position, prolonged periods of sitting at a desk and working on a computer may be required.
• Additionally, the employee is regularly required to talk or hear.
• The employee frequently is required to use hands or fingers, handle, or feel objects, tools, or controls.
• The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 15 pounds.
• Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderate.

Additional information

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.