The User Support Specialist provides front-line technical support to the company by maintaining, analyzing, troubleshooting, and repairing computer systems, hardware, and computer peripherals. This individual will respond to Help Desk tickets and other requests for support and must possess a strong dedication to timely and thorough customer service while minimizing user impact.

Primary Duties include, but are not limited to:

• Provide front-line technical support for all employees; log problems and document fixes in ticketing system while communicating with employees per department guidelines.
• Escalate technical problems according to established procedures.
• Maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals.
• Document, maintain, upgrade, and replace hardware and software systems.
• Manage equipment inventory in asset-tracking systems.
• Support and maintain user account information including rights, security, and systems groups.
• Create user instruction guides and best practice procedures.
• Evaluate make/model, purchase equipment, perform system preparation, and coordinate shipment.
• Conduct compatibility tests and functionality reviews on new or current software.
• Conduct technical research to assist with problem resolution.
• Assist IT staff on other related issues or duties as needed.

Skills & Requirements:

• Associate’s Degree OR a minimum of 2 years of college coursework in computer science, management information systems, or a closely related field is required; Bachelor’s Degree in computer science, management information systems, or a closely related field is preferred.
• 1-3 years of customer service experience is required; customer service experience in an Information Technology environment is strongly preferred.
• Prior experience in a Help Desk or similar Technology Support environment, including experience supporting Windows clients and servers, is a plus.
• Knowledge and understanding of various computer systems, hardware, software, and related computer peripherals.
• Excellent verbal and written communication skills.
• Focus on providing excellent customer service and ability to resolve conflicts in a diplomatic and tactful manner.
• Ability to quickly grasp new technologies and assist others in understanding them.
• Desire to work in a team environment and collaborate with people at all levels of the organization.
• Ability to work calmly under pressure and meet strict deadlines.
• Ability to communicate technical concepts effectively to a varied audience.
• Strong sense of discretion and confidentiality.
• Flexible problem-solving and ability to adapt to changing circumstances.
• Must have the ability to recognize, analyze and troubleshoot end-user problems.
• Must be able to periodically lift up to thirty (30) pounds.

About Alacrity Network Solutions

Alacrity Network Solutions, LLC is a wholly owned subsidiary of Alacrity Solutions Group, LLC., providing leading Property Casualty Claim Solutions since 1999. Alacrity Network Solutions has the best, most complete online Independent Contractor Network in the direct repair service industry. While our Contractor Network and the leading edge applications which support it are the core of our business, we continue to expand our services in line with our customers' needs.

To keep pace with client demands for better, faster, and more cost-effective services every day, Alacrity Network Solutions has team members based in the field throughout the U.S. The measure of everything we do is what works best to maximize the quality and speed of "best of breed" service delivery to our customers. We are a national company that thinks and acts locally, bringing the best technology and management resources available to achieve our clients' objectives.

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