IT Support Technician

Cognizant•Eagle Mountain, UT

1d•Onsite

About The Position

We are seeking a skilled IT Support Technician to deliver exceptional end-user support across multiple platforms, including Windows, Mac, and mobile devices. This role involves providing remote and onsite assistance, managing service desk operations, and ensuring smooth asset and inventory management. The ideal candidate will have strong troubleshooting skills, excellent communication abilities (both verbal and written), and a customer-focused approach to resolving technical issues efficiently. In this role, you will: · Serve as the first point of contact for customers seeking technical assistance in person at walkup support locations over the phone remote connection software chat and email · Flexible able to multitask and prioritize reported issues · Provide a high level of customer service to users seeking problem resolution · Perform remote troubleshooting through diagnostic techniques and pertinent questions · Determine the best solution based on the issue and details provided by customers · Walk the customer through the problem-solving process · Direct unresolved issues to the next level of support personnel · Provide accurate information on IT products or services · Update the tasks and cases daily by following SOPs and guides. · Followup and update customer status and information · Pass on any feedback or suggestions by customers to the appropriate internal team · Logistics responsibilities include desk setup and collection asset management using internal tool packing and shipping receiving assets IT Vending machine refills Printer support Smart locker support ordering supplies Inventory management and audit the storage and helpdesk rooms. · Level 1 audio video AV conferencing support include troubleshooting of video conferencing equipment and inspection of video conferencing spaces and technical support of event spaces and events. · Proficient in end-user network troubleshooting tools and practices

Requirements

Proven experience as a help desk technician or IT support technician
Strong understanding and troubleshooting resolution skills of computer systems mobile devices and other tech products including mobile device management MDM iOS Android Mac Windows and Linux operating systems.
Ability to diagnose and resolve basic to moderately complex enduser technical issues
Ability to track management and optimize inventory levels using inventory tools to include excel google sheets etc.
Proficiency in English excellent task management verbal and written communication skills
Ability to adjust to changing priorities and new processes
Technical support professional with 1 to 2 years’ experience in the IT technical support field focused on enduser support

Responsibilities

Serve as the first point of contact for customers seeking technical assistance in person at walkup support locations over the phone remote connection software chat and email
Flexible able to multitask and prioritize reported issues
Provide a high level of customer service to users seeking problem resolution
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Update the tasks and cases daily by following SOPs and guides.
Followup and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Logistics responsibilities include desk setup and collection asset management using internal tool packing and shipping receiving assets IT Vending machine refills Printer support Smart locker support ordering supplies Inventory management and audit the storage and helpdesk rooms.
Level 1 audio video AV conferencing support include troubleshooting of video conferencing equipment and inspection of video conferencing spaces and technical support of event spaces and events.
Proficient in end-user network troubleshooting tools and practices