Technical Support Specialist I
Fragomen
•
Pittsburgh, PA
Company
Fragomen
Location
Pittsburgh, PA
Type
Full Time
Job Description
Job Description
Fragomen, the leading global immigration services provider and an AmLaw 100 Firm, is seeking Technical Support Specialists to join our organization and support a variety of enterprise and custom client applications. Fragomen is focused on the nexus of law and technology. Our Technical Support Specialists provide white glove care, tier one support as Fragomen's single point of contact.
Working in a collegial, team-oriented environment, our IT professionals learn from the industry's leading experts. Ideal candidates will be capable of self-directed work with strong communication skills across a variety of team collaboration tools. Our firm commitment to quality and best practices is supported by technological innovation that benefits our clients and staff.
How you will make a difference as Technical Support Specialist at Fragomen:
- Act as initial point of contact or escalation group on any correspondence from internal and external clients regarding software applications, client services and technical questions.
- Deliver consistent responses to clients following established service level agreements upon ticket creation through all steps of the process including resolution.
- Manage ticketing system queue, providing detailed identification of root cause, troubleshooting steps performed, and resolution of the issue.
- Execute assigned tasks to fulfill configuration and support requirements for the Connect application US roll-out.
- Document and update knowledge base articles and internal procedure workflow.
- Work independently to monitor and complete tasks in the queue.
- Continually evaluate opportunities to improve efficiency and effectiveness when resolving issues.
- Perform entry level system administration duties as assigned.
- Perform application testing as necessary prior to deployment.
- Deliver coaching to peers when necessary.
- Ability to multitask, work under pressure and handle interruptions while maintaining flexibility in work assignments.
Let's talk if you have the following qualifications and experience:
- College degree in an Information Technology related field preferred.
- 1 - 3 years of work experience in applications support preferred.
- HDI certifications [Customer Service Representative (CSR), Support Center Analyst (SCA) and Knowledge Center Support (KCS) are desirable.
- ITIL v3 Foundations or Microsoft certifications desirable.
- Experience using Windows OS, Office 2010, Acrobat X, IE 11, Chrome, and other browsers.
- Experience using VPN client and Citrix client preferred.
- Experience in applications support, specifically validating issues reported, testing fixes, and working with developers or vendors to deliver a timely resolution.
- User acceptance testing or applications testing experience is helpful.
Date Posted
08/26/2023
Views
7
Positive
Subjectivity Score: 0.9
Similar Jobs
HEALTH TECHNICIAN (TELEHEALTH) - Department of Veterans Affairs - Veterans Health Administration
Views in the last 30 days - 0
View DetailsClinical Neuropsychologist for University of Pittsburgh and UPMC in Pittsburgh, PA - UPMC Southwestern PA
Views in the last 30 days - 0
View DetailsExecutive Assistant to the Clerk of Court - Judicial Branch - U.S. Courts
Views in the last 30 days - 0
View DetailsSales Professional - Mattress Firm
Views in the last 30 days - 0
Leverage social media to positively impact brand awareness and increase sales Provide technical and product knowledge information to customers and ser...
View DetailsOtolaryngology – Pittsburgh, PA - Allegheny Health Network
Views in the last 30 days - 0
View DetailsSkilled Laborer Trainee - H&K Group
Views in the last 30 days - 0
Valid license ie equipment operator truck driver or highway The Skilled Labor Trainee will develop skills to support the crew and foreperson
View Details