Apply now »

Support Specialist

Location:

Kansas City, MO, US, 64106

Best People + Right Culture. These are the driving forces behind JE Dunn’s success.

By hiring inspired people, giving them interesting and challenging work, enabling them with innovative tools, and letting them share in the company’s rewards, we’ve found a sustainable way to grow in our industry for the last 100+ years.

Our diverse teams around the country strive to enrich lives through inspired people and places everyday, and we need inspired people like you to join us in our pursuit of building perfection.

Role Summary

The Support Specialist will provide support for the organization’s computer users. This position will be responsible for providing instructions to end users, repairing hardware and software malfunctions, and performing desktop system installations and upgrades. This position will also be responsible to document resolutions to known issues, mentoring less experienced technicians and act as an escalation path for complex issues.

Autonomy & Decision-Making: Makes decisions on routine matters, provides recommendations to supervisor, and refers all exceptions to supervisor.
Career Path: Senior Support Specialist

Key Role Responsibilities - Core

SUPPORT SPECIALIST FAMILY – CORE

Identifies, researches, and resolves end user inquiries related to PC, tablet, and telephony issues using phone and remote-control software, for those not resolved by Tier 1 Support Technicians.
Delivers clear instructions on the correct usage of hardware and software systems during their deployment to Tier 1 Support Technicians.
Serves as liaison between the manufacturer’s support representative, Support Technicians, and the end user.
Administers technology systems including project management tools, collaboration tools, online meeting platforms, incident management platforms, and other relevant tools to ensure seamless and efficient operations.
Facilitates knowledge management by generating Knowledge Base articles for Tier 2 support issues and conducts audits of all Knowledge Base articles submitted by Tier 1.
Collaborates with third-party vendors to address issues beyond Tier 1 resolution capabilities as part of vendor management responsibilities.
Function as the escalation point for Tier 1, providing mentorship and training to enhance the skills of Tier 1 technicians.
Serves as a liaison between the Support group and other IT teams, facilitating collaboration. In cases where Tier 1 is unable to resolve issues, collaborate with other IT groups to ensure timely resolution.
Assumes the role of Subject Matter Expert (SME) for intricate and technical applications within the environment, providing expertise and guidance as needed.
Maintains the continuous enhancement of team members' knowledge by directing research into technical manuals and trade journals, and coordinating attendance at conferences and seminars to stay abreast of developments in hardware and software.
Recommends solutions for packaging and troubleshooting programs for internal needs.
Manages the investigation process and offers technical assistance or resolutions for issues by overseeing the examination of technical manuals, consulting with users, and conducting computer diagnostics.
Contributes to overall knowledge building for user across the team and the company.

Key Role Responsibilities - Additional Core

N/A

Knowledge, Skills & Abilities

Ability to perform work accurately and completely, and in a timely manner
Ability to communicate in a respectful manner
Proficiency in MS Office
Listening skills
Ability to quickly and effectively solve complex problems
Ability to deliver quality through attention to detail
Ability
Thorough knowledge of personal computer software including operating systems
Thorough knowledge of PC components and associated hardware
Ability to solve technical issues
Knowledge of networking and telecommunications
Ability to build relationships and collaborate within a team, internally and externally

Education

Associate’s degree in computer science or related field (Required)
In lieu of the above requirements, relevant experience will be considered.

Experience

5+ years previous help desk or desktop experience (Preferred)

Working Environment

Must be able to lift up to 25 pounds
May require periods of travel
Normal office environment
Frequent activity: Sitting, Viewing Computer Screen
Occasional activity: Standing, Walking, Bending, Reaching above Shoulder

Benefits Information

The benefits package aligned to this position is Professional Non-Union. Please click the link below for more details.

Click here for benefits details.

JE Dunn Construction is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer and it is our policy to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. JE Dunn Construction is a background screening, drug-free workplace.

JE Dunn provides reasonable accommodations to qualified individuals with disabilities. If you would like to request a reasonable accommodation in order to apply for a job, please submit your request to accommodations@jedunn.com

JE Dunn Construction Company does not accept unsolicited resumes from search firms or agencies. Any resume submitted to any employee of JE Dunn Construction without a prior written search agreement will be considered unsolicited and the property of JE Dunn Construction Company. Please, no phone calls or emails.

Why People Work Here

At JE Dunn we offer our employees an inspired place to enrich their life and the lives of those around them

Building on our rich history, our employee owners are shaping the future of JE Dunn. In our team-focused environment we do life together and are generously rewarded for our efforts