Technology Support Specialist II

About the role

Bamboohr is seeking a dedicated Technology Support Specialist II to join our dynamic team in Henrico, Virginia. In this pivotal role, you will be responsible for providing exceptional technical support to our internal teams and clients, ensuring that all technology-related issues are resolved efficiently. Your expertise will contribute to the seamless operation of our systems and enhance the overall user experience. If you are passionate about technology and enjoy solving problems, this position offers an exciting opportunity to make a significant impact within our organization.

Key facts

What you'll do

• Serve as the first point of contact for technical support inquiries, addressing issues related to hardware, software, and network connectivity.
• Diagnose and troubleshoot technical problems, providing timely resolutions to ensure minimal disruption to operations.
• Collaborate with cross-functional teams to identify and implement technology solutions that enhance productivity and efficiency.
• Maintain and update documentation related to technical support processes, ensuring that knowledge is shared across the team.
• Assist in the setup and configuration of new hardware and software for employees, ensuring a smooth onboarding experience.
• Monitor and manage support tickets through our ticketing system, ensuring that all issues are tracked and resolved in a timely manner.
• Provide training and guidance to end-users on the effective use of technology tools and resources available to them.
• Participate in technology projects and initiatives, contributing your expertise to improve existing systems and processes.
• Stay up-to-date with the latest industry trends and advancements in technology to continually enhance your skill set and support capabilities.
• Work closely with vendors and service providers to resolve complex technical issues and ensure that service level agreements are met.
• Assist in the development and implementation of IT policies and procedures to ensure compliance with industry standards.
• Provide exceptional customer service, maintaining a positive attitude while managing challenging situations and user expectations.

Requirements

• A minimum of 3 years of experience in a technical support role or related field.
• Strong understanding of computer systems, mobile devices, and other technology products.
• Proficiency in troubleshooting hardware and software issues across various platforms, including Windows and macOS.
• Experience with network protocols and troubleshooting network connectivity issues.
• Excellent communication skills, both verbal and written, with the ability to convey technical information to non-technical users.
• Strong problem-solving skills and the ability to work independently as well as part of a team.
• Familiarity with ticketing systems and remote support tools.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• A commitment to providing exceptional customer service and support.

Nice to have

• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP).
• Experience with cloud-based services and applications, such as Microsoft 365 or Google Workspace.
• Knowledge of cybersecurity best practices and protocols.
• Familiarity with IT asset management and inventory tracking systems.
• Previous experience in a similar role within the electrical or construction industry.

Skills & tools

• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and other productivity tools.
• Familiarity with remote desktop applications and troubleshooting tools.
• Knowledge of IT service management (ITSM) frameworks and methodologies.
• Experience with database management and basic SQL queries is a plus.
• Strong organizational skills and attention to detail.

Practical notes

• This position is based in Henrico, Virginia, and may require occasional travel to other company locations or client sites.
• The role may involve working outside of regular business hours to address urgent technical issues.
• Candidates must be eligible to work in the United States and may require visa sponsorship based on qualifications.
• Bamboohr values diversity and inclusion and encourages applicants from all backgrounds to apply.

If you are ready to take the next step in your career and join a forward-thinking company that values innovation and teamwork, we encourage you to apply for the Technology Support Specialist II position at Bamboohr. Your expertise will be instrumental in driving our technology initiatives forward and supporting our mission to deliver exceptional service to our clients.