Technical Support Representative

As a member of the Field Service Operations team, you will provide high-quality support with excellent customer service, technical expertise, and timeliness. This position involves frequent face-to-face interaction with end users, peers, and managers for deskside support and on-site problem resolution. You will work collaboratively within the Site Services department and provide hands-and-eyes support to other IT teams, including Audio Visual, Network (data and voice), and Servers.

Responsibilities

• Provide customer-facing end-user support, including:
  • Install and configure desktops, laptops, mobile devices, and associated peripherals and software.
  • Perform break-fix, deskside support, IMACDs (Install, Move, Add, Change, Dispose), data migration, and refreshes.
  • Conduct onsite updates, configuration changes, or software installations.
  • Provide onsite technical assistance to end users.
• Identify potential issues that could adversely impact end-user experience and take preventive action.
• Use the Incident Management System to document, manage, and resolve problems and work requests within defined service level agreements (SLAs).
• Manage the ticket queue, ensuring timely resolution and closure; respond to end-user requests for updates.
• Troubleshoot client software and basic network connectivity problems.
• Identify, evaluate, and prioritize customer problems and complaints.
• Coordinate with vendors for end-user support (e.g., hardware vendor technicians for warranty repair/replacement).
• Perform security and compliance-related tasks, such as access reviews, risk assessments, controls verifications, facility inspections, and maintenance of verification logs.
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
• Provide IT support for on-site or off-site events and meetings, including site setup, coordination with venue IT/AV contacts, and stand-by support.
• Support disaster recovery and immediate response in emergency situations at local sites.
• Provide on-call support outside business hours on a rotational basis, if required.
• Provide hands-and-feet support for network data and voice devices.
• Train users and operators on a limited basis and/or write training procedures; participate in ongoing training and departmental development.
• Independently resolve tickets within agreed SLAs to adhere to quality standards, regulatory requirements, and company policies.
• Engage in value-adding activities such as knowledge base updates, training new hires, and coaching analysts.
• Ensure positive customer experience and CSAT through first-call resolution and minimal rejected resolutions or reopen cases.

Requirements

• BS/BA in Computer Science, Information Systems, or an equivalent combination of education and experience.
• One to three years of experience in service delivery and end-user hardware/software configuration and troubleshooting.
• Experience with various desktop systems, operating systems, and diverse technical environments.
• Excellent customer service orientation and verbal communication skills.
• Experience supporting Windows Operating Systems, MS Office, VPN, local and network printing, notebooks, and mobile devices.
• Ability to install software and troubleshoot a wide range of applications.
• Analytical thinking and problem-solving ability.
• CompTIA A+ certification or equivalent.
• Flexibility to travel to remote sites or clusters.
• Ability to assist with network-related issues.
• Capability to lift up to 30 lbs. at waist level.

Pay

Pay Range: $54,000 – $88,000 per year. A candidate’s pay within this range will depend on skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses.

Benefits

• Medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance.
• Employee assistance program.
• 401(k) retirement plan.
• 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days).
• 10 paid holidays per year.