Job Information
PSI Services Technical Support Specialist ($20/hr) in Orem, Utah
Description
Title: Technical Support Specialist
Location: Lindon, UT
About PSI
We are PSI Services. We power world leading tests. Delivered with trusted science and the very best test taker experience. PSI supports test-takers on their journey to pursuing dreams and gaining certifications that are important to them. They believe that their dreams are worth working for; that their dreams are worth the effort. And we believe that too. This is our core purpose, to empower people to achieve their dreams. We do this by being the best provider of workforce solutions, which foster both technology and science to deliver the best solutions for our test takers.
We are searching for top talent to join our PSI team and help grow our products and services. We have a creative, supportive and inclusive culture where we empower people in their careers to be their authentic self and make the most of their great talent.
At PSI, we are committed to helping people meet their potential and we believe that promoting diversity, equity and inclusion is critical to our success. That’s why you’ll find these ideals are intrinsic to our company culture and applied throughout the employee lifecycle.
Learn more about what we do at: https://www.psiexams.com/
About the Role
The Technical Support Specialist role for PSI’s global test center network is initially a Tier 1 IT support position, eventually moving into a Tier 2 support position, when it is designed to maintain the Tier 2 workflow. The person in this role forms an important part of the 24/7 support coverage during day-to-day operations across PSI’s
global test center network. Due to the wide geographical scope of customer support in this role, most responsibilities can be delivered remotely (from office base with work-from-home option available), with the occasional opportunity or requirement for domestic and international travel. Across the Global Help Desk group, Technical Support Specialists are required on each of three daily shifts, i.e., morning, afternoon/evening and overnight. Shift patterns and designed with the Senior Lead Tech Support
Specialist and Global Help Desk Manager.
Role Responsibilities
• Configure, install, maintain and troubleshoot issues with critical hardware and software at PSI’s owned and operated test center network locations. o Includes software support for third-party test locations.
o Test drivers and software and how they interact with Windows operating systems.
• Test and proactively monitor equipment for compatibility, malfunction and depreciation.
• Conduct frequent support assignments such as site installations, data retrieval and data entry into tracking sheets.
• Create and maintain technical and problem/resolution documentation.
• Meet the service level agreements of the PSI Global Help Desk team, consistently and effectively.
• Field escalations, e.g., to Tier 2 support as required.
Knowledge, Skills and Experience Requirements
• Solid knowledge and understanding of general service level agreements related to Tier 1 and Tier 2 troubleshooting steps, plus delivery systems and scheduling systems.
• Knowledge of Microsoft Group Policy and Registry, Microsoft operating systems and Windows server management.
• Knowledge of basic network operation including wireless networking, ethernet and TCP/IP fundamentals.
• Proficiency in Microsoft Office software, notably Outlook, Teams, Word and Excel.
• Experience of working in Tier 1 / Networking Tech Support (desirable).
• Experience of working in Tier 2 Support (desirable).
• Project management and tracking experience (desirable).
• Experience of assisting remote users with remote desktop software, e.g., AnyDesk, FixMe, Dameware, GoToAssist (desirable).
• Experience of assisting remote users across multiple international time zones (desirable).
Benefits & Culture
At PSI, our culture is to be transparent and fair. That’s why all of our roles have been benchmarked at a competitive rate against the local market they are based in. To be transparent all of our adverts now include the salary so you can see if we align with your expectations when looking for your next role.
In addition to a competitive salary, we offer a comprehensive benefits package and supportive culture when you join us. This includes;
401k/Pension/Retirement Plan – with country specific employer %
Enhanced PTO/Annual Leave
Medical insurance – country specific
Dental, Vision, Life and Short Term Disability for US
Flexible Spending Accounts – for the US
Medical Cashback plan covering vision, dental and income protection for UK
Employee Assistance Programme
Commitment and understanding of work/life balance
Dedicated DE&I group that drive core people initiatives
A culture of embracing wellness, including regular global initiatives
Access to supportive and professional mechanisms to help you plan for your future
Volunteer Day and a culture of giving back to our community and industry through volunteering opportunities
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
