Tech Support Specialist

The UPS Store, Inc., a wholly owned subsidiary of UPS is the world's largest franchisor of retail shipping, postal, printing, and business service centers. The UPS Store® has over 4,800 independently owned locations in the U.S., Puerto Rico and Canada. We offer competitive salaries and a comprehensive benefits package that includes health, dental, 401(k) with company match, retirement plan, tuition reimbursement, discounted stock purchase plans and more.

The Technology Support Associate provides users with support services for corporate standard technology products. He/She conducts hardware and software planning and provides technical advice and informal training to customers. This position organizes and coordinates activities for installing, deploying, and upgrading software, hardware, and network facilities. The Technology Support Associate troubleshoots and restores routine technical service and resolves equipment problems using established processes and procedures. He/She collaborates with staff to deploy standardized support practices and procedures. This position coordinates implementations and facilitates activities to support programs and projects.

The Technology Support Associate manages, plans, and administers installation and decommissioning activities to expedite initiatives. He/She drafts and maintains policy, standards, and procedures to document processes. This position manages team training to optimize resources. The Technology Support Associate manages and maintains customer relationships to track and measure service levels. He/She collaborates with Information Systems technology providers and vendors to ensure services are consistent and meet expectations. This position supports long-term planning to ensure future service level expectations are met.

Other Duties

• Performs basic installations to provide system upgrades.
• Inspects installations to ensure optimal operation.
• Documents and reports completed work to meet departmental requirements.
• Installs and configures standard technology products to complete customers’ work orders utilizing approved tools and following defined practices.
• Applies basic systems testing to verify with user groups that installations are operating effectively.
• Receives and completes requests for support and services to ensure compliance with procedures.

Preferred Competencies

• Applies Information Systems Knowledge: Demonstrates an understanding of the basic need for technical support in a business; demonstrates awareness of the primary uses of technology by business representatives, demonstrates a basic understanding of the systems of the enterprise.
• Applies Network Technology Knowledge: Demonstrates understanding of principles of network technology; reads component diagrams, conducts basic troubleshooting, sets up and undertakes routine preventative maintenance on components used in voice and data networking; reports on problems and recommends expenditure to take remedial action, where appropriate.
• Detail Orientation: Captures/documents specific and accurate information; learns subjects thoroughly and in detail; completes work with thoroughness; supplies appropriate details when requested; maintains organized files.
• IT - Problem Management: Monitors actions to investigate and resolve incidents and problems in systems and services.
• Technology Knowledge: Demonstrates a general understanding of technology used by the company; communicates basic technological concepts and terminology; applies standard technology in daily work.

MINIMUM QUALIFICATIONS

• Bachelor's Degree (or internationally comparable degree) – Preferred
• Bachelor’s Degree (or internationally comparable degree) – Computer Science or a related field - Preferred
• A+ Certification – Preferred
• Experience with Networking Technology – Preferred