Technical Support Specialist

Position: Technical Support Specialist
Department: IT/Telephone Support
Reports to: Technical Support Manager

VTS was founded in Oregon in 1985, servicing Portland, Eugene, Roseburg and surrounding areas.  Our mission is to be the #1 technology integrator in the area by providing business communication solutions, IP camera systems, access control, Wi-Fi deployments, network design, fiber optic and low voltage cable systems to all organizations large and small.  We focus on ensuring prompt, courteous, and professional customer service.

Job Description:

We are seeking a dedicated and skilled Technical Support Specialist to join our team. The successful candidate will be responsible for providing technical assistance and support related to computer systems, telephone systems, CCTV, Access Control, hardware, and software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.

Key Responsibilities:

• Provide technical support and troubleshooting for hardware, software, and network issues.
• Respond to customer inquiries via phone, email, or chat in a timely and professional manner.
• Diagnose and resolve technical hardware and software issues.
• Install, modify, and repair computer and telephone hardware and software.
• Follow up with customers to ensure issues have been resolved.
• Document all customer interactions and troubleshooting steps in the ticketing system.
• Escalate complex issues to higher-level support teams or specialized departments.
• Maintain up-to-date knowledge of company products and services.
• Assist with setting up and configuring new user accounts, phones and workstations.
• Provide training and guidance to end-users on basic hardware and software usage.
• Contribute to the development of support documentation and knowledge base articles.

Qualifications:

• Strong knowledge of computer systems, hardware, and software. **Preferred**
• Familiarity with remote desktop applications and help desk software.
• Excellent problem-solving and communication skills.
• Ability to work independently and as part of a team.
• Strong customer service orientation.
• Ability to manage multiple tasks and priorities effectively.

Work Environment:

• This position typically operates in an office environment but may require occasional travel to client sites.
• May require extended periods of sitting and computer use.

Physical Requirements:

• Ability to lift and move equipment up to 50 pounds.
• Ability to work in confined spaces and use hand tools.

Benefits:
VTS offers a full benefit package & competitive compensation.

• Medical and dental insurance
• Retirement savings plan
• Yearly bonus
• PTO
• Company provided vehicle
• Cell phone stipend
• Paid holidays
• Monday – Friday Schedule
• Annual pay increases

Application Process:
Interested candidates should submit their resume and a cover letter detailing their relevant experience and qualifications to vts.jobs@valley-tel.com.

We are an equal opportunity employer and encourage applications from all qualified individuals.
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This job description is intended to provide a general overview of the position and is not an exhaustive list of duties and responsibilities. The company reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.