Support Center Representative I (Onsite)

THE KENAN ADVANTAGE GROUP•North Canton, OH

2d•Onsite

About The Position

This position is a fully on‑site role based in our North Canton, Ohio office. Our campus offers a welcoming and convenient work environment, including an onsite cafeteria with hot meals, a coffee café, and an on‑site gym for employees. Please note that sponsorship and relocation are not available for this position. Position Summary This position primary function is to resolve calls and support tickets. Shift: 1:30pm - 10:30pm - Wednesday - Sunday

Requirements

High School diploma or equivalent
2 years of related work experience
Knowledgeable on Windows operating systems & Office suite, Citrix, VPN access, printer & copier configuration

Responsibilities

Answer calls and respond to tickets and emails
Quickly and accurately determine incident scope and impact.
Provide support and resolve problems to the end users satisfaction
Monitor and respond quickly and effectively to requests received through the Support Center via Call, ticket or email
Monitor tickets assigned to the queue and process first-in first-out based on priority
Troubleshoot issues with end-users and work toward first call resolution
Deliver high quality assistance to on-site and remote personnel
Utilize and maintain the Support Center tracking software by maintain issues in the system from first contact with end user including responsibility for call ownership
Document all information according to standard operating procedures
Install, test and configure new workstations, peripheral equipment and software
Maintain inventory of all equipment, software and software licenses
Manage PC / Laptop setup and deployment for new employees using standard hardware, images and software
Setup new employees / consultants / Vendors information into Active Directory
Assign users and computers to proper groups in Active Directory
Perform timely workstation hardware and software upgrades / break fix as required
Identify and Escalate problems as required to support teams.
Act as a liaison between customers and technical escalation teams.
Update the internal knowledgebase with issue resolution details
Support computers, laptops, tablets, smart phones and applications
Assist users in detecting and removing viruses, spy ware, and other malicious software