Technical Support Specialist

Global Service Desk Specialist

Job Description

The Opportunity

Under the direction of the IT Manager, the GSD will provide technical and troubleshooting support to employees in need of assistance with their computer hardware or software.

We’re looking for someone who cares and wants to be involved in our product, mission, and success - way beyond checking off tasks. And of course, at Teladoc you will enjoy true teamwork and lots of fun!

Responsibilities

• PC/Mac hardware installation & troubleshooting
• Desktop software installation and troubleshooting for local and remote users
• Provide Desktop support and problem solving to end-users
• Tracking of hardware and software additions/changes
• Create / Update FAQ’s and other technical documentation
• Participate in creation and editing of IT Support Standard Operating Procedures
• Provide escalation support for Helpdesk Technicians
• Set up, support, and maintain in-house/remote computer systems, desktops, laptops, mobile devices and peripherals.
• Communicate the issue statuses and resolutions to stakeholders in a timely manner.
• Log issues and resolutions in the tracking system, following up with users to ensure problems were fixed properly.
• Ensure accurate documentation of resolution information in the IT Technical Support knowledge management database.
• Provide user support for Microsoft Office products including Outlook, Teams, Excel, Word
• Keep peers and manager informed of trends, significant problems and delays.
• Identify and escalate client issues which may require changes to procedures, standards and systems.
• Participate in after hours and weekend coverage as needed.
• Perform other related duties as requested.

Candidate Profile

• Bachelor’s degree in a STEM field required (years of relevant work experience may be substituted)
• 1-6 years’ experience working within a Help Desk, Call Center or NOC environment
• Understanding of IT Ticketing Systems
• Able to work independently as well as in a team.
• Excellent customer service, organizational and prioritizing skills
• Knowledge of:
• PC/Mac configuration, general network operating systems and network topologies/protocols
• Windows operating systems and Microsoft Office products
• Mac OS
• Active Directory user administration
• Remote access technologies (VPN, SSO)
• Automated application deployment (a plus)
• Microsoft certifications a plus
• Disk level imaging solutions
• Strong troubleshooting and research skills – highly curious in nature
• Excellent verbal and written communication skills