End User Support Technician - Junior

Equifax•Louisville, KY

2d•Onsite

About The Position

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you. This position's primary responsibility is to provide day-to-day technical support to internal staff through in-person interaction in the office 5 days per week. This role focuses heavily on laptop imaging, provisioning of new systems, Audio/Visual support, mobile phone provisioning and support, and printer maintenance and support. Integral to the role is being able to provide this technical support to our customers (Equifax employees) with the highest possible level of customer service. This resource should be local to the Louisville, Kentucky area and will be required to work from the Louisville office Monday through Friday during normal business hours. This position does not offer immigration sponsorship (current or future) including F-1 STEM OPT extension support. This is a direct-hire role and is not open to C2C or vendors.

Requirements

1-2 years of experience in laptop support on software, hardware, and OS in a Microsoft based environment.
Associate's degree in a relevant field is strongly preferred or equivalent experience
Exposure to Windows 10 - Windows 11 setup, provisioning, troubleshooting.
Basic knowledge of IT Fundamentals.
Ability to excel in a fast-paced environment while maintaining a calm and professional demeanor.

Nice To Haves

Technical school degree, Associate’s degree, bachelor’s degree or equivalent experience.
CompTIA A+ and/or Microsoft certification is desirable, but not required.
Google Workspace (Docs, Sheets, Slides, etc), mac and/or JAMF experience.
Work closely with customers to troubleshoot and resolve requests or problems associated with hardware, software, and network access.
Good customer focus, with ability to deliver outcomes & promises.
Good troubleshooting skills and problem solving skills.
Software troubleshooting skills.
Demonstrated operating knowledge of the following: Windows 10 & 11, laptop, desktop & mobile devices.
General knowledge of desktop & Cloud applications, e.g. G-Suite.

Responsibilities

Assist with Technical Support to walk up customers at a TechBar.
Contribute with Installation of End User Computing devices in offices and cubes.
Deliver new equipment (laptops & accessories) within agreed service levels.
Perform the Asset Disposition process by removing hard drives and recording serial numbers in the asset management system to meet corporate and local requirements.
Ticket entry in ServiceNow.
Communicate unresolved issues effectively to the next level of support.
Monitor the status of open calls and act as the customer’s advocate to ensure calls are resolved promptly.
Point of contact for 3rd party Technology and Facilities vendor/partners (HP, Dell, Xerox, etc).
First level Audio Visual support and troubleshooting.

Benefits

We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

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