Technical Support Specialists
WidePoint Integrated Solutions Corp.
Columbus, OH
WidePoint Corporation (WYY) is a leading provider of wireless mobility management and cybersecurity solutions. We offer secure, cloud-based, enterprise-wide information technology-based solutions that enable enterprises and government agencies to deploy fully compliant IT services in accordance with government-mandated regulations and advanced system requirements.
We are looking for two highly motivated Technical Support Specialists to be located in Columbus, OH. Candidates should be able to operate in a fast-paced and demanding start-up like environment of a micro-cap publicly-traded company.
Position Summary
The Technical Support Specialist provides Tier 1 technical support to WidePoint employees, addressing various issues related to computer systems, networks, and phone systems, including managing IT inventory, documenting processes, deploying and imaging devices, supporting the credentialing issuance process, and ensuring compliance with security protocols.
Note: The role involves collaboration with the IT department to tackle broader technical challenges while promoting security culture and continuous growth.
Essential Duties and Responsibilities
The essential functions include, but are not limited to, the following:
- Provide Tier 1 technical support to WidePoint staff by identifying, investigating, documenting, and resolving software and hardware issues with kindness, empathy, and professionalism.
- Collaborate with the IT team to research and resolve systemic issues impacting multiple users or systems, fostering a culture of continuous learning and process improvement.
- Analyze recurring technical issues, identify root causes or symptoms, and document solutions to prevent future occurrences.
- Assist in developing and maintaining IT system documentation, policies, and procedures, ensuring all materials are clear and user-friendly.
- Contribute to creating IT troubleshooting documentation and Frequently Asked Question (FAQ) guides for end users.
- Assist with user account management, including onboarding, offboarding, and general account maintenance.
- Manage IT inventory by tracking assets, documenting changes, and supporting device imaging and deployment processes.
- Support phone system provisioning, troubleshooting, and maintenance tasks.
- Perform hands-on tasks in the office, including hardware setup, maintenance, and physical network troubleshooting.
- Assist in the Personal Identity Verification (PIV) issuance process, ensuring compliance with security protocols.
- Performs other related duties as assigned.
Minimum Qualifications (Knowledge, Skills, and Abilities)
The minimum qualifications include:
- Bachelor’s degree in Computer Science, a related field, or equivalent experience preferred.
- Prior experience in a technical customer support role is a plus.
- Familiarity with computer and networking hardware and software systems.
- Demonstrated aptitude for technology and a passion for learning new systems and methodologies.
- Ability to explain technical concepts to both technical and non-technical staff.
- Proficiency in Microsoft Office Suite and related software.
- Excellent verbal and written communication skills, with the ability to simplify complex technical terms.
- Exceptional interpersonal and customer service skills.
- Strong analytical and problem-solving skills.
- Excellent time management and organizational skills.
- Must be available for onsite work in the WidePoint office.
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift up to twenty-five (25) pounds at times.
Note: This position description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other position-related instructions and to perform any other position-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this position successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
The company is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.
