IT Operations Campus Support Technician

Cellular Sales Verizon Authorized Retailer•Knoxville, TN

2d•Onsite

About The Position

Act as customer advocate, triaging, and resolving issues and escalating support issues to appropriate personnel. Provides primary support of hardware and software solutions deployed to National Headquarter personal.

Requirements

High School diploma
1-year minimum verifiable technology support
Must be able to perform repetitious hand/eye movement.
Must be able to sit for long periods of time.
Must be able to stand for long periods of time.
Must be able to lift a minimum of 75 lbs.
Must be able to drive.
Must be able to climb on and use a ladder to install equipment.

Nice To Haves

AS degree in technical field.
Industry N+ / A+ / S+ certifications.
Understanding of ITIL.
Experience with Microsoft operating systems.
Experience with Active Directory.

Responsibilities

Supports in person VIP level requests with elevated customer service.
Answers, evaluates, and prioritizes service requests received via multiple service channels which can include ticketing system, email, phone, chat, and in-person for users’ technology needs.
Act as customer advocate, researching, troubleshooting, and pushing for thorough resolution of issues in a timely manner.
Assists with escalating user problem resolutions to track and report recurring concerns.
Available to travel between headquarters’ main campus and other owned properties in addition to shipping distributors.
Responsible for shipping requests and assistance for operational department needs.
Record issues using standard ticketing system and maintains historical records for related problem documentation.
Provide support to end users related to move, add, or change hardware and software systems.
Ability to independently analyze the end user requirements and develop appropriate solutions to meet expected service levels.
Analyze and correct problems using company approved documented procedures.
Communicate and follow-up with end users of global problems or scheduled downtime.
Troubleshoot and support proprietary software/hardware as well as third party software and applications.