Support Center Technician III
About The Position
Summary: The Support Technician III is responsible for providing front-line primary support to end users (at all locations and remote) on various technical issues and problems relating to hardware, software, and peripherals. This role will also be responsible for responding to, documenting, and resolving service tickets in a timely manner according to SLA. Essential Functions: Provides front-line support. The incumbent will provide support, to end users at all Company facilities and remote employees nationwide, by maintaining a “customer first” attitude to ensure customer/end user satisfaction. All issues will be tracked to resolution. Manages IT equipment. The incumbent will manage equipment, consumables, and other supplies to prevent unnecessary downtime on needed equipment and will perform hardware repair/builds of desktops, laptops, tablets, cell phones and printers. Supports the documentation management. The incumbent will maintain documentation on applications, hardware, software, and over-all general procedures and collaborate with other team members to identify and suggest possible procedure improvements.
Requirements
- 5+ years’ experience in a customer support help desk role; and/or an associate degree in Information Technology or related field.
- Demonstrated customer service skills: a patient, caring and attentive demeanor is essential and the ability to strengthen internal relationships through collaboration.
- Able to organize and coordinate work within deadlines; can efficiently handle emerging requirements with accuracy.
- Attention to detail: excellent organizational skills, strong analytical and problem-solving skills.
- Ability to troubleshoot and conduct research into a wide range of computing issues.
Nice To Haves
- Experience with Windows 11 along with knowledge of basic computer hardware, Active Directory, Service Now, and Building OS Images
- Familiar with Android and IOS platforms and network troubleshooting
- Basic understanding of networking, subnetting, DNS and DHCP
- Previous application support experience with Microsoft 365
- Prior experience in a manufacturing or food industry setting
Responsibilities
- Provides front-line support.
- Manages IT equipment.
- Supports the documentation management.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
Number of Employees
1,001-5,000 employees
