Customer Tech Support I

About the role

Provides first level technical support for end-user computing devices, including desktops, laptops and mobile devices. Troubleshoots and resolves end-user device issues, either in-person or remotely, and assists with setup, configuration and maintenance of endpoint devices, escalating as needed. Acts as primary point of contact for end-users in resolving device-related OS, connectivity or application issues.

Responsibilities

• Responds to customer requests, received either via the Service Desk or directly from end-users, based on urgency and established service levels.
• Troubleshoots and resolves device-related OS, connectivity or application issues.
• Assists with setup, configuration, and maintenance of endpoint devices.
• Utilizes technical expertise to diagnose and resolve problems related to client technologies.
• Proactively identifies issues that can be handled before a ticket is submitted.
• Gathers feedback and addresses or brings to management.
• Participates in project implementations by completing assigned tasks, providing appropriate communication to project managers and keeping track of progress, reporting back to project manager.
• Maintains constant communication with team to ensure coverage of all calls.
• Ensures all sites are covered and if necessary, relocates to other sites to provide coverage.
• Assists with testing and deployment of new and replacement systems, printers and other peripherals, ensuring customer satisfaction, accuracy, timeliness, and priority are all met.
• Conducts 1:1 training with customers on the use of hardware and applications as needed.
• Keeps abreast of current desktop and LAN technologies through continuing education, journal review, web searches, and formal seminar opportunities.
• Maintains working knowledge of wide range of applications and technologies.
• Other duties as assigned.

Qualifications

• High School diploma or equivalent and 1 year of relevant experience required
• Or equivalent combination of education and experience

Skills

• Ability to travel between work sites required
• Flexibility to work shifts necessary to accommodate 24/7/365 coverage, which may include nights, weekends and holidays required
• Exception customer service skills required
• Strong communication skills required
• Logical thinker with good problem-solving skills required
• Knowledge of current operating systems for PCs preferred
• Proficient in hardware break/fix and troubleshooting preferred
• Knowledge of Mac computers, handhelds and other peripheral devices preferred

Pay

$20.34 - $28.51