Support Center Representative I (Onsite)

Position Summary

This position's primary function is to resolve calls and support tickets.

Essential Functions

• Answer calls and respond to tickets and emails
• Quickly and accurately determine incident scope and impact
• Provide support and resolve problems to the end users' satisfaction
• Maintain and respond quickly to requests received through the Support Center via Call, ticket or email
• Monitor and process tickets assigned to the queue based on priority
• Troubleshoot issues with end-users and work toward first call resolution
• Deliver high quality assistance to on-site and remote personnel
• Utilize and maintain the Support Center tracking software by maintaining issues in the system from first contact with end user including responsibility for call ownership
• Document all information according to standard operating procedures
• Install, test and configure new workstations, peripheral equipment and software
• Maintain inventory of all equipment, software and software licenses
• Manage PC / Laptop setup and deployment for new employees using standard hardware, images and software
• Assign users and computers to proper groups in Active Directory
• Perform timely workstation hardware and software upgrades / break fix as required
• Identify and Escalate problems as required to support teams
• Act as a liaison between customers and technical escalation teams
• Update the internal knowledgebase with issue resolution details
• Support computers, laptops, tablets, smart phones and applications
• Aid users in detecting and removing viruses, spy ware, and other malicious software

Qualifications

• High School diploma or equivalent
• 2 years of related work experience
• Knowledgeable on Windows operating systems & Office suite, Citrix, VPN access, printer & copier configuration