Agent, Advanced IT End User Supp - Geek Squad City

Key Responsibilities

• Managed Asset Support
• PC/Mac Imaging/Reimaging
• Software and hardware install on company asset device
• Device troubleshooting support using ticketing system
• Partners with cross-functional teams for resources and solutions: Office Support and Level 3 Support
• Deploys refreshed company assets to end users
• Engages end-user to provide appropriate service solutions, while adhering to SOP
• Maintains and tracks inventory of all corporate managed assets and assist warehouse agent as necessary
• Deploys and integrates end user accounts to company VPN devices
• Manages knowledge bases used internally by the GSC-IT & End User Support teams as well as employee facing KB's.
• Ticket Routing and reporting
• Makes sure ticket queues and turn time are monitored
• Routes tickets to other groups in the IT organization as appropriate
• Hardware Break/Fix
• Acquires and maintains certifications needed for warranty repairs
• Physical repair of desktop and laptop devices, both under and outside of warranty
• Maintains an inventory of repair parts for current devices
• Updates external warranty portals with appropriate data in a timely manner

Basic Qualifications

• 2 years of experience diagnosing and repairing computers or consumer electronics
• 1 year of experience customer service experience using phone skills

Preferred Qualifications

• 2 years of experience in customer service
• Apple repair certification
• HP repair certification
• CompTIA A+ Certification

What’s In It For You

• Competitive pay
• Great employee discount
• Financial savings and retirement resources
• Support for your physical and mental well-being

About Us

As part of the Best Buy team, you’ll help us fulfill our purpose to enrich lives through technology. We bring that to life every day by humanizing and personalizing tech solutions for every stage of life — in our stores, online and in customers’ homes. Our culture is built on deeply supporting and valuing our amazing employees who make it all possible. We’re committed to being a great place to work, where you can unlock unique career possibilities. Above all, we aim to provide a place where you can bring your full, authentic self to work now and into the future. Tomorrow works here.™

About the Role

The GSC-IT Advanced End-User Support Agent supports the day-to-day deployment of Best Buy end user corporate managed assets for Corporate and Field users. Agents will be required to multitask during troubleshooting, imaging, configuring and deploy end user assets that are used remotely and at Geek Squad City (GSC).

Schedule

Full time

Pay

Competitive pay

Benefits

• Financial savings and retirement resources
• Support for your physical and mental well-being