Technical Support Specialist

In 1970, entrepreneurs David and Barbara Green, along with their young family, began making miniature picture frames in their garage. A few years later, on August 3, 1972, the Green family opened the first Hobby Lobby store with a mere 300 square feet of retail space. Hobby Lobby has not stopped growing since.

Technical Support Specialists are responsible for resolving escalated trouble tickets from the Customer and Technical Support groups. A Support Specialist must be proficient in all supported hardware and software areas and be able to assist customers with more difficult and time-consuming problems. The Technical Support Specialist will also be required to utilize all resources available including working with offsite vendors to resolve trouble tickets or to improve current systems.

• Provide expert solutions to complex customer issues or requests within a timely manner specified within the Service Level Agreement.
• Provide feedback to management on ways to increase efficiency with the support center and its roles.
• Regularly attend technical and communication training sessions.
• Perform root cause analysis and develop new resolutions to frequently occurring problems.
• Create/Update support documentation and present to have reviewed and put into the knowledge base.
• Provide technical coaching and mentoring for Customer Support Technicians.
• Coordinate special projects.
• Mentor junior team members
• Stay up to date on company policies and procedures.
• Prepare in advance for new releases and rollouts to anticipate customer inquiries.

• Must have basic knowledge of Windows Operating Systems
• Requires general knowledge of Microsoft Office (Word, Excel, Outlook, and Access)
• Must have excellent hardware and software troubleshooting abilities
• Must be able to resolve basic PC issues via phone and remote tools
• Excellent customer service skills with patience to walk users through system problems
• Excellent written and verbal communications skills
• Must have excellent listening skills, excellent keyboarding skills and speak clearly
• Must be dependable, able to pass a background check and work in a drug free environment
• Must be at least 18 years of age
• Must be able to lift 50lbs.
• Must possess a High school diploma or GED
• Previous Help Desk experience a plus
• Virtual Desktop (VDI) experience a plus
• Associates or Bachelor’s degree in Information Systems a plus