Customer Support Technician

About the role

Solutions Management Group (SMG), founded in 1995, is a locally owned technology services company based in the Quad-Cities area. SMG specializes in managed print services and workflow automation using DocuWare software. It partners with leading vendors like Ricoh, Xerox, and Rouse Consulting Group.

Responsibilities

• Provides direct support of computers, peripheral equipment, software, and educational technology through the Customer Support Services Team (CSS).
• Installs, supports, and repairs College computers, peripherals, software, and educational technology equipment.
• Interfaces effectively, efficiently, and professionally with end users to resolve issues related to effective use of technology.
• Travels to on-campus and off-campus facilities for installation, demonstration, maintenance, and repair of equipment.
• Promotes self-service and coaches end users to use self-service when possible.
• Provides on-going operational training to end-users with hands-on training and/or writing technical support documentation for installed classroom systems.
• Provides set-up, operation, and teardown of AV support for miscellaneous college events.

Qualifications

• Strong customer service skills.
• Associates Degree or Certificate/Diploma in computer science or related field.
• One to three years of recognized success in Desktop Support, Audio/Visual Support, educational technology, or a related field.
• Computer knowledge: Microsoft Word, PowerPoint, Excel, MAC operating system, and Adobe Flash Media Live.
• Comp TIA A+ Certification and InfoComm CTS Certified Technology Specialist preferred.
• Three to five years of recognized success in Desktop Support, Audio/Visual Support, or a related field.
• Experience supporting Higher Education.
• Valid driver’s license.

Benefits

• Health, Dental, and Vision insurance.
• Paid premiums for Short Term Disability/Long Term Disability Insurance.
• Paid $10,000 Life Insurance policy.
• Section 125 Flex Spending Account.
• 401(K) Retirement Plan.
• Vacation Pay.
• Paid Time Off.
• Holiday Pay.
• Employee Assistance Program.

Pay

TBD

Schedule

TBD