Customer Tech Suppt Tech II
About The Position
The Customer Tech Support Tech II provides first- and second-level technical support for end-user computing devices, including desktops, laptops, and mobile devices. The role troubleshoots and resolves device issues in person or remotely and assists with endpoint setup, configuration, maintenance, and deployment. It serves as a primary point of contact for end users experiencing operating system, connectivity, or application issues and contributes to strategies for endpoint support. The position responds to customer requests according to urgency and established service levels, diagnoses increasingly complex client-technology problems, and proactively identifies issues. It participates in project implementations, helps test and deploy systems and peripherals, provides one-to-one customer training, and mentors new employees. The role requires travel between work sites and flexibility to work shifts that support 24/7/365 coverage, potentially including nights, weekends, and holidays.
Requirements
- High school diploma or equivalent and 2 years of relevant experience, or an equivalent combination of education and experience.
- Ability to travel between work sites.
- Flexibility to work shifts necessary to accommodate 24/7/365 coverage, which may include nights, weekends, and holidays.
- Exceptional customer service skills.
- Strong communication skills.
- Logical thinking and good problem-solving skills.
Nice To Haves
- Extensive knowledge of current PC operating systems.
- Proficiency in hardware break/fix and troubleshooting.
- Knowledge of Mac computers, handhelds, and other peripheral devices.
Responsibilities
- Manage the setup, configuration, maintenance, and deployment of endpoint devices for supported user populations.
- Assist in developing endpoint support strategies, including renewal and replacement recommendations and use of remote troubleshooting and virtual desktop technologies.
- Respond to customer requests received through the Service Desk or directly from end users, according to urgency and established service levels.
- Troubleshoot and resolve device-related operating system, connectivity, or application issues.
- Diagnose and resolve increasingly complex client-technology problems and proactively identify issues before a ticket is submitted.
- Gather customer feedback and address it or bring it to management.
- Participate in project implementations by completing assigned tasks, communicating with project managers, tracking progress, and reporting status.
- Coordinate with the team to maintain call coverage, ensure site coverage, and relocate to other sites when necessary.
- Assist with testing and deployment of new and replacement systems, printers, and other peripherals while meeting customer satisfaction, accuracy, timeliness, and priority expectations.
- Conduct one-to-one customer training on hardware and applications as needed.
- Mentor and train new employees.
- Keep current with desktop and LAN technologies through continuing education, journal review, web searches, and formal seminars, and maintain working knowledge of a wide range of applications and technologies.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
