Technical Support Representative - ACS/Workstations

HP•Rio Rancho, NM

18d•$24 - $34

About The Position

HP is seeking a Technical Support Representative responsible for independently handling complex customer issues related to ACS/Workstations. The role resolves intricate hardware and software problems, provides comprehensive information about services, products, and technical matters, and proactively guides customers while maintaining trusted relationships. It also coordinates work, leads complex requests, contributes to process and quality improvements, and mentors lower-level roles. The position impacts multiple departments and leads large cross-division functional teams or projects. Assignments are highly complex and require initiative and technical knowledge to resolve problems. The posting describes the general nature and level of work and notes that duties and functions may change or be added as needed by management. The listed pay range is $24 to $34 per hour for US candidates. Pay varies by work location, job-related knowledge, skills, and experience. HP states that compensation and benefits information may be modified, subject to applicable law. The role is listed as full time, with Shift 1 and a 0% premium.

Requirements

High school diploma, GED, or higher secondary education, or commensurate work experience or demonstrated competence.
Typically 8 or more years of related work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.
Knowledge or skills in Active Directory, Agile Methodology, automation, computer hardware, computer science, desktop support, help desk support, Information Technology Infrastructure Library (ITIL), issue tracking, IT service management, Linux, Microsoft Azure, Microsoft Office 365, Microsoft Windows 10, operating systems, peripheral devices, scripting, ServiceNow, technical support, and Windows Servers.
Cross-organizational skills: effective communication, results orientation, learning agility, digital fluency, and customer centricity.
Strong initiative and technical knowledge to resolve highly complex assignments.

Responsibilities

Address complex customer issues independently while adhering to established protocols.
Resolve difficult and complex hardware and software problems through customer interactions and proactive notification systems.
Provide comprehensive responses about services, products, technical matters, customer relations, product features and specifications, and repairs for current and obsolete products, components, and options, in line with customer entitlement and warranty coverage.
Proactively guide customers to mitigate or prevent problems and participate in process-enhancement or quality-improvement initiatives.
Establish and maintain trusted relationships across customer accounts and technical users.
Perform root cause analysis of outages and trends, and provide resolutions and feedback to address issues promptly and effectively.
Coordinate departmental work, identify improvement opportunities, and ensure effective business controls and streamlined processes.
Lead and assign responsibilities for complex requests, contribute innovative concepts, and implement process improvements.
Proactively monitor and troubleshoot complex problems, collaborating with exempt-level employees to develop recommendations.
Analyze tasks, collaborate with internal partners, and mentor and guide lower-level roles to enhance organizational performance.