Customer Tech Suppt Tech I

601 Elmwood Ave, Rochester, New York, United States of America, 14642

Full-time, 40 hours per week, day shift. Compensation range: $20.34 - $28.51/hour.

Responsibilities

• 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.
• Responds to customer requests based on urgency and established service levels, received via the Service Desk or directly from end-users.
• Utilizes technical expertise to diagnose and resolve problems related to client technologies; proactively identifies issues before tickets are submitted.
• Gathers feedback and addresses concerns or escalates to management.
• Participates in project implementations by completing assigned tasks, communicating progress to project managers, and tracking progress.
• Maintains constant communication with the team to ensure coverage of all calls and relocates to other sites as necessary.
• Assists with testing and deployment of new and replacement systems, printers, and other peripherals, ensuring customer satisfaction, accuracy, timeliness, and priority.
• Conducts one-on-one training with customers on the use of hardware and applications as needed.
• Stays current with desktop and LAN technologies through continuing education, journal reviews, web searches, and formal seminars.
• Maintains working knowledge of a wide range of applications and technologies.
• Performs other duties as assigned.

Requirements

• High School diploma or equivalent and 1 year of relevant experience required, or equivalent combination of education and experience.
• 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.
• Exceptional 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.