End-user Technical Support Associate
About The Position
The PC Support Associate is tasked with helping our users with many types of technical issues. This person, through the IT Ticketing system, diagnoses, research, and resolves user issues on the PC level. Can resolve technical issues but is also able to research and resolve some more moderately complex issues. This person provides all Tier 1 support and some Tier 2 support and is responsible for escalating issues above that for assistance. Can work with remote support to facilitate issue resolution via 3rd party support departments. This includes but is not limited to computer hardware, software, cell phones, landlines and other technological hardware and software systems.
Requirements
- A minimum of 3 years of experience in PC Support
- Proficient in Microsoft Office or related software.
- Ability to organize, prioritize and work independently.
- Solid understanding of hardware and software used in computer maintenance.
- Ability to drive a standard vehicle
- All other duties assigned
Responsibilities
- Providing excellent customer service as our user’s technical issues are resolved.
- Provide technical support for a variety of different devices and platforms including PCs, peripherals, phones, networking, and others.
- Work with users to identify system requirements; develops processing procedures and system modifications to meet these specifications.
- Images and configures PCs for new users and setups up iPhones for users being onboarded.
- Communicate with users via phone, chat, email and/or support ticketing system to assess the scope of the problem and determine what, if any, resolution steps users have performed.
- Installs or assists with installation and set-up of new hardware, software, and peripheral equipment.
- Maintains knowledge of technical innovations, trends, and best practices; makes recommendations for new software/hardware.
- Work closely with our 3rd party software support departments to assist them in their ability to fix issues.
- May be asked to participate in projects appropriate for a level 1 support technician.
- Ensures secure environments are maintained for all computer equipment, data files, supplies, etc.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
