IT Technical Support Specialist

Waterville, ME, USA Req #932
Wednesday, June 9, 2021


The Technical Support Specialist position is responsible for receiving, recording, and reconciling customer / end user technical questions on use and implementation of computer products, in a timely and professional manner.


• Answer incoming customer telephone calls in a courteous and professional manner

• Assist customers/end users with questions on product installation, usage, and implementation

• Respond to and investigate customer/end user inquiries, concerns, and issues via phone, fax, mail, and e-mail in a timely and courteous manner

• Answer customer inquiries and provide appropriate technical and/or product-related information

• Rely on instructions and pre-established guidelines to perform the functions of the job

• Escalate complex inquiries

• Research and resolve customer complaints

• Obtain customer feedback information

• Effectively communicate customer issues and concerns to all applicable internal staff members

• Document all contacts, actions, and responses in helpdesk tracking system

•Organize and maintain a file system; correspondence, and other records

• Maintain working knowledge of products and/or services

• Prepare reports and correspondence, as needed

• Other tasks as assigned


• Associate degree in information technology, computer science, or related field required (Bachelor’s degree preferred)

• 2 years of related technical support experience

• Excellent attendance

• Positive attitude

• Strong and consistent attention to detail

• Self-motivated with the ability to stay on task

• Team oriented

• Capable of comprehensive listening (understanding the message(s) that is being communicated)

• Proven customer service skills

• Experience training users of all levels to be proficient using computer-based applications

• Versatile, flexible, and a willingness to work within constantly changing priorities

• Proficient with a variety of desktop and internet applications

• Experience with cell phones, smart phones, tablets

• Hands-on experience installing/reinstalling operating systems and applications. This includes network, printer, and other driver software

• Must be familiar with common office automation applications (e.g., Microsoft Office, including Outlook, etc.)

• Knowledge of:

o Network structure, security, and function

o Network printer function and the ability to troubleshoot printing problems

o VoIP phone functions and the ability to troubleshoot problems

o Windows operating systems

• Able to:

o Effectively prioritize and execute tasks in a high-pressure environment

o Develop a thorough understanding of company’s IST products and services

• Strong:

o Communication skills, verbal and written

o Interpersonal skills

o Organizational, problem-solving, and analytical skill


Other details

  • Job Family IT
  • Pay Type Salary
  • Waterville, ME, USA