Agent, Advanced IT End User Supp - Geek Squad City

Best Buy • Brooks, KY

4d • Onsite

About The Position

The GSC-IT Advanced End-User Support Agent supports the day-to-day deployment of Best Buy end-user corporate managed assets for Corporate and Field users. Agents will be required to multitask during troubleshooting, imaging, configuring, and deploying end-user assets that are used remotely and at Geek Squad City (GSC). Agents will also handle break/fix functionality for hardware repairs on laptop and desktop systems while maintaining warranty certification. Be part of a team that puts people before all else and accounts for what comes next.

Requirements

• 2 years of experience diagnosing and repairing computers or consumer electronics
• 1 year of experience customer service experience using phone skills

Nice To Haves

• 2 years of experience in customer service
• Apple repair certification
• HP repair certification
• CompTIA A+ Certification

Responsibilities

• Managed Asset Support
• PC/Mac Imaging/Reimaging
• Software and hardware install on company asset device
• Device troubleshooting support using ticketing system
• Partners with cross-functional teams for resources and solutions: Office Support and Level 3 Support
• Deploys refreshed company assets to end users
• Engages end-user to provide appropriate service solutions, while adhering to SOP
• Maintains and tracks inventory of all corporate managed assets and assist warehouse agent as necessary
• Deploys and integrates end user accounts to company VPN devices
• Manages knowledge bases used internally by the GSC-IT & End User Support teams as well as employee facing KB's.
• Ticket Routing and reporting
• Monitors ticket queues and turn time
• Routes tickets to other groups in the IT organization as appropriate
• Hardware Break/Fix
• Acquires and maintains certifications needed for warranty repairs
• Physical repair of desktop and laptop devices, both under and outside of warranty
• Maintains an inventory of repair parts for current devices
• Orders warranty parts through external vendor sites
• Updates external warranty portals with appropriate data in a timely manner

Benefits

• Competitive pay
• Great employee discount
• Financial savings and retirement resources
• Support for your physical and mental well-being
• Best Buy provides different types of leaves of absence (LOA) and potential pay sources to employees based on eligibility.
• Intermittent or reduced-schedule leave is also available for certain medical or family care leaves.
• Paid time off (vacation or PTO) is offered to full-time and part-time employees based on work location, employment status, salary or hourly status (exempt/non-exempt), and years of continued or bridged service.
• Certain roles, where market norms demand it, are eligible for various forms of incentive pay to drive performance and offer recognition for achieving financial and strategic results.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed