Technical Support Specialist- Temporary

SERCO of Texas is seeking a full-time, temporary Technical Support Specialist. Under general supervision, this position provides technical support for daily computer operations and delivers high-quality customer service to ensure end users can effectively perform their job functions.

Duties and Responsibilities

• Provide technical assistance and support related to computer systems, hardware, and software in a help desk environment
• Set up computers and office equipment for employees, including installing standard software and ensuring proper cable connections
• Assist users in resolving common hardware, software, and network connectivity issues
• Troubleshoot and resolve common software problems and determine when escalation is required
• Monitor and manage the help desk ticketing system
• Respond to support requests in a timely manner
• Accurately document problems and resolutions within the ticketing system
• Collaborate with team members to resolve technical issues
• Diagnose and troubleshoot hardware failures
• Maintain computer peripheral equipment such as printers, scanners, and projectors
• Perform routine preventative maintenance to reduce system outages and failures
• Train users on effective use of computer systems and related components
• Ensure compliance with privacy, security, and data protection standards
• Perform related duties as assigned

Essential Skills and Experience

• Ability to work effectively with personnel at all organizational levels, including managers and executives
• Ability to communicate in person, by phone, virtually, and via email
• Strong teamwork skills with a reliable and dependable work ethic
• Willingness to contribute to various projects as needed
• Ability to troubleshoot and resolve hardware and software issues impacting productivity
• Ability to assess incoming requests and prioritize tasks in a fast-paced, high-pressure environment
• Knowledge of current technology and ability to quickly learn new software

Experience and Education

• High School Diploma or GED required
• One to three years of experience in computer hardware diagnostics or a related field –preferred
• Hands-on experience with LAN/WAN network –preferred

Knowledge, Skills, and Abilities

• Knowledge of computer operations, information systems, and computer hardware and software principles
• Skill in computer support and troubleshooting information systems
• Ability to operate information technology systems effectively
• Strong verbal and written communication skills
• Effective time management and organizational skills
• Ability to multitask and manage competing priorities
• Strong critical thinking and problem-solving skills
• Ability to analyze issues and develop creative solutions to complex technical problems

Preferred Qualifications

• Certificate or Associate’s degree in a relevant field –preferred
• Knowledge of computer and IT systems, internet security, and data privacy principles

Special Requirements

• Must possess a valid Texas Driver’s License
• Must maintain automobile liability insurance as required by the State of Texas
• Must have access to reliable transportation to complete required home visits

Physical Demands and Work Environment

Physical Demands

• Physical demands described are representative of those required to perform the essential functions of the position
• Ability to stand, walk, or sit for extended periods of time
• Ability to drive for extended periods of time
• May involve lifting, carrying or moving equipment
• Ability to set up display or presentation areas as required

Work Environment

• Fast-paced work environment
• Physically and mentally demanding at times
• Requires constant communication with staff, clients, and stakeholders

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job. Duties, responsibilities and activities may change at any time with or without notice.