PartyLite WorldWide, Inc.
Interested candidates should send resumes to: Susan Howard showard@partylite.com
Please note that I (Professor Griffin) was notified that this position would be for approximatley 24 hours per week (paid) starting immediately. My understanding is that this position is in Plymouth, MA.
Job Description
Job Title: Technical Support Specialist – Summer Intern and possible part-time during the fall
Department: Information Technology
Reports To: Director of Worldwide Technology
Prepared By: Sandra M. Duphily
Prepared Date: May 1, 2012
SUMMARY
Investigates and resolves PC software and hardware conflicts. Works as a team member to support users in various worldwide locations. Documents processes for using new and existing PC programs or others as defined. Provides troubleshooting techniques to the helpdesk. Tests new software packages before implementation and makes recommendations based on business need. Tests and recommends new hardware and stays abreast of changes in technology.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
• Answers incoming support calls from local users as well as from remote sites. Works with end users to resolve issues over the phone whenever possible. Closes the majority of issues with a first time resolution and escalates when appropriate in a timely manner.
• Analyzes and develops technical documentation on existing PC applications, other defined applications, and PC systems.
• Tests, documents and resolves conflicts with PC hardware and software.
• Maintain set standards of PC configurations and software installations.
• Works with users and team members on assigned projects.
• Establishes priorities for daily and project related tasks based on business needs and established service levels to meet deadlines.
• Evaluates and tests software packages to determine compatibility with existing system, ease of use, and to ensure the software meets user needs. This will be for upgrades as well as new packages.
• Schedules and performs software installs, hardware installs, and client installs
• Assists with departmental projects as necessary.
• Utilizes automated installation and features whenever possible. May work with Networking Team to maximize these results.
• Cross-trains to further develop technical ability.
• Excellent written and verbal communication skills are required.
Technical Support Specialist
ESSENTIAL DUTIES AND RESPONSIBILITIES - Continued
• Supports all PartyLite and Blyth remote locations.
• Provides phone support on a minimum basis (60%) to end users.
• Reads technical journals or manuals and attends seminars/user groups as required to stay current with technology.
• Provides comparisons of hardware specs and makes recommendation for changes or additions as required to meet the business need.
• Negotiate support contracts and ability to work with vendors to obtain competitive prices while keeping the best interests of PartyLite in mind.
• Special projects are needed
MEASUREMENT & EVALUATION
• Ability to meet or exceed set service levels.
• Evaluated on individual and group objectives.
• Interaction with other departments and peers within Technical Support.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The ability to troubleshoot and resolve issues over the phone is essential in this role. The desired candidate will be a self-starter who is capable of working individually and as a team. Good time management skills are also important to be successful in this position. This person should be well organized and able to work on several projects simultaneously.
EXPERIENCE
• the ability to logically resolve problems with software and hardware, primarily PC based.
• Troubleshooting and problem resolution skills over the phone
• the ability to communicate effectively with various levels of users.
• in depth knowledge of WIntel, MacIntosh, Microsoft Office products, and PC components are required.
LANGUAGE SKILLS
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to lift and move PC’s, printers, monitors and other desktop related hardware.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job in a corporate atmosphere. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Normal office conditions
Available to Travel as needed
