Support Center Representative I (Onsite)

KAG SERVICES INC•North Canton, OH

2d•Onsite

About The Position

This position's primary function is to resolve calls and support tickets. Essential Functions include answering calls and responding to tickets and emails, quickly and accurately determining incident scope and impact, and providing support and resolving problems to the end user's satisfaction. The role involves monitoring and responding quickly and effectively to requests received through the Support Center via call, ticket, or email, and processing tickets assigned to the queue on a first-in, first-out basis based on priority. Responsibilities also include troubleshooting issues with end-users, aiming for first-call resolution, and delivering high-quality assistance to on-site and remote personnel. The representative will utilize and maintain the Support Center tracking software by documenting issues from first contact, maintaining call ownership, and documenting all information according to standard operating procedures. This includes installing, testing, and configuring new workstations, peripheral equipment, and software, as well as maintaining an inventory of all equipment, software, and software licenses. The role also involves managing PC/Laptop setup and deployment for new employees using standard hardware, images, and software, setting up new employees/consultants/vendors in Active Directory, and assigning users and computers to proper groups in Active Directory. Performing timely workstation hardware and software upgrades/break fixes, identifying and escalating problems to support teams, and acting as a liaison between customers and technical escalation teams are also key functions. Additionally, the role requires updating the internal knowledge base with issue resolution details and supporting computers, laptops, tablets, smartphones, and applications, including assisting 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