Technical Support Engineer

Gordon Flesch Company•Madison, WI

About The Position

Offering an opportunity to be part of a high-performance team, enjoy exceptional benefits, and a supportive work-life balance, the Gordon Flesch Company is an employer of choice throughout WI, IL, IN, IA and OH. The Gordon Flesch Company strives to recognize and appreciate our associates commitment, creativity, and the results they deliver every day for our customers and the community. Salary for this position is based on level of experience. In this role you will: Install/support/troubleshoot networked multifunctional devices, printers (MFPs), and scanners Install/support/troubleshoot related software and out of the box solutions associated with MFPs USB print/scan assistance and troubleshooting Assist Key Operators with job applications and troubleshooting Provide PC and Mac support as related to print, scan and out of the box vendor software Provide advanced network troubleshooting as related to print, scan and out of the box vendor software Work directly with vendors to report, fix or acquire solutions to complex problems Collaborate to create and maintain TSC knowledgebase content Assist in the configuration and maintenance of the TSC test environment/domain; including all supported equipment and software Provide timely, efficient and effective customer support Maintain open communication and cooperation with associate TSC team members and other GFC departments Ensure customer issues are tracked accurately and documented completely Maintain proficiency in ICare processes and procedures

Requirements

Associates degree in an IT related program or two years equivalent work experience supporting desktop computers in a corporate environment
Strong working knowledge of operating systems (Windows and Mac)
Strong working knowledge of networks and protocols
Excellent organizational skills
Excellent written and oral communication skills including telephone etiquette
Experience with selected business applications Microsoft Office 365 suite, Adobe Suite
Excellent troubleshooting skills

Nice To Haves

CompTIA Net+ certification
Microsoft Certified Professional or Microsoft Certified Technical Specialist certification(s).

Responsibilities

Install/support/troubleshoot networked multifunctional devices, printers (MFPs), and scanners
Install/support/troubleshoot related software and out of the box solutions associated with MFPs
USB print/scan assistance and troubleshooting
Assist Key Operators with job applications and troubleshooting
Provide PC and Mac support as related to print, scan and out of the box vendor software
Provide advanced network troubleshooting as related to print, scan and out of the box vendor software
Work directly with vendors to report, fix or acquire solutions to complex problems
Collaborate to create and maintain TSC knowledgebase content
Assist in the configuration and maintenance of the TSC test environment/domain; including all supported equipment and software
Provide timely, efficient and effective customer support
Maintain open communication and cooperation with associate TSC team members and other GFC departments
Ensure customer issues are tracked accurately and documented completely
Maintain proficiency in ICare processes and procedures