Customer Tech Suppt Tech II
About The Position
The Customer Tech Suppt 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-related operating system, connectivity, and application issues in person or remotely, and supports setup, configuration, maintenance, and deployment of endpoint devices. The position serves as a primary point of contact for users needing device support and assists with developing strategies for endpoint support. The role 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, supports testing and deployment of systems and peripherals, provides individual customer training, and mentors and trains new employees. The position requires communication with the team to coordinate call and site coverage and may require travel between work sites. Employees are expected to keep their technology knowledge current through continuing education and other learning opportunities.
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 needed 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, handheld devices, and other peripheral devices.
Responsibilities
- Manage setup, configuration, maintenance, and deployment of endpoint devices for supported users.
- Assist in developing endpoint support strategies, including renewal and replacement recommendations and use of remote troubleshooting and virtual desktop technologies.
- Respond to customer requests through the Service Desk or directly from end users according to urgency and established service levels.
- Troubleshoot and resolve device-related operating system, connectivity, and application issues.
- Diagnose and resolve increasingly complex problems related to client technologies 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 updates.
- Coordinate with the team to ensure call and site coverage, relocating 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; 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
