Support Center Representative I (Onsite)
About The Position
This position's primary function is to resolve calls and support tickets. Essential Functions include answering calls, responding to tickets and emails, quickly and accurately determining incident scope and impact, and providing support to resolve problems to the end users' satisfaction. The role involves monitoring and responding to requests received through the Support Center via call, ticket, or email, processing tickets on a first-in, first-out basis based on priority, and troubleshooting issues with end-users to achieve first call resolution. The representative will deliver high-quality assistance to on-site and remote personnel, utilize and maintain the Support Center tracking software by documenting issues from first contact, and maintain call ownership. Responsibilities also include installing, testing, and configuring new workstations, peripheral equipment, and software, maintaining an inventory of all equipment, software, and software licenses, and managing PC/Laptop setup and deployment for new employees using standard hardware, images, and software. Additionally, the role involves setting up new employees/consultants/vendors in Active Directory, assigning users and computers to proper groups in Active Directory, performing timely workstation hardware and software upgrades/break fixes, and identifying/escalating problems to support teams. The representative will act as a liaison between customers and technical escalation teams and update the internal knowledge base with issue resolution details. The role supports computers, laptops, tablets, smartphones, and applications, and assists users in detecting and removing viruses, spyware, and other malicious software.
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
