Support Center Representative I
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-users' 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. The representative will troubleshoot issues with end-users, aiming for first-call resolution and delivering high-quality assistance to on-site and remote personnel. Responsibilities also include utilizing and maintaining the Support Center tracking software, documenting all information according to standard operating procedures, installing, testing, and configuring new workstations, peripheral equipment, and software, and maintaining an inventory of all equipment, software, and software licenses. Additionally, the role involves managing PC/Laptop setup and deployment for new employees using standard hardware, images, and software, setting up new employees/consultants/vendors information into Active Directory, assigning users and computers to proper groups in Active Directory, and performing timely workstation hardware and software upgrades/break fixes. The representative will also identify and escalate problems as required to support teams, act as a liaison between customers and technical escalation teams, and support computers, laptops, tablets, smartphones, and applications. This includes assisting users in detecting and removing viruses, spyware, and other malicious software, and updating the internal knowledge base with issue resolution details.
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
