Technical Support Specialist

Lake St. Louis, MO, Mandan, ND, Shawano, WI

Primary Responsibilities: 

This position is an exciting opportunity to be a problem solver on our Technical Systems Support Team, providing quality IT support to NISC customers nationwide in a team environment.  The technical emphasis of this position is supporting and managing NISC customer systems in a Windows Server and Linux Server environment.

Essential Functions:

  • Provide quality customer support as part of the Technical Systems Support Team as follows:
    • ACD (Automatic Call Distribution) environment.
    • Items assigned to the Tech Call Center via NISC contact tracking system, customer monitoring dashboard, NISC Community requests, chat, and direct e-mail.
    • On-call, after-hours rotation on evenings and weekends.  Rotation is approximately 1 out of 16 weeks.
  • Provide problem resolution for the following technologies:
    • Intel based hardware with emphasis on Dell hardware.
    • Linux operating system with emphasis on SUSE Enterprise Linux.
    • Virtualization technologies with emphasis on VMware and HyperV.
    • Windows operating systems including Windows Server 2012, Windows 10, Terminal Services, and Active Directory.
    • Mobile applications running on IOS and Android devices.
    • Network connectivity as it pertains to Cloud applications.
  • Provide problem resolution for customer application issues and areas such as backups, restores, error messages, printers, security, system integration, and NISC applications.
  • Trains customers on system management tools that are distributed with NISC customer systems.

Desired Job Experience:

  • Excellent knowledge in the setup and support of Dell Intel based hardware.
  • Excellent knowledge in the setup and support of Linux and Windows operating systems.
  • Excellent knowledge of supporting hardware and applications in a remote environment, utilizing tools such as WebEx, VPN clients, and Dell Remote Access Cards (DRAC).
  • Working knowledge of supporting custom applications at a customer site and in a hosted environment.
  • Working knowledge of Virtual Private Networks (VPN), firewalls, TCP/IP networks and network security.

Important Skills:

  • Strong customer orientation.
  • Strong problem-solving skills and attention to detail.
  • Strong verbal and written, interpersonal, and communication skills.
  • Ability to work independently, as well as in a team environment.
  • Ability to effectively adapt to change.
  • Ability to organize and prioritize.
  • Ability to interact in a positive manner with internal and external contacts.
  • Ability to maintain the highest level of professionalism, ethical behavior, and confidentiality.
  • Commitment to NISC's Statement of Shared Values.

Desired Education and/or Certification(s):

  • ​​High School diploma or equivalency required
  • Bachelor’s Degree in a computer-related field or equivalent experience preferred
  • Technical Certification preferred

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