User Support II

CPI Card Group • Paradise, NV

5d • Onsite

About The Position

The User Support II is an onsite role for candidates who reside in the Las Vegas, Nevada area. The position troubleshoots and repairs a variety of systems across the organization, including computers, printers, audiovisual equipment, and cloud-based applications. The User Support team focuses on resolving tickets, improving service delivery, and increasing end-user satisfaction.

The role provides technical assistance for computer systems, software, and hardware; installs, modifies, and repairs hardware and software; diagnoses problems involving networks, applications, and cloud systems; communicates the support process to end users through a ticketing system; and engages appropriate resources to resolve issues. CPI Card Group is a payment technology company providing physical and digital payment solutions, personalization and fulfillment, and SaaS instant issuance.

Requirements

• High school diploma or GED required.
• Minimum of 3 years of relevant experience in Service Desk Support, or an equivalent combination of education and experience.
• At least 3 years of demonstrated success in a desktop support role.
• Excellent written and oral communication skills; comfortable presenting ideas and concepts.
• Ability to work independently and proactively.
• Excellent project management skills.
• Detail-oriented and able to multitask.
• Capable of thinking tactically and strategically.
• Strong doer mentality and ability to drive ideas from concept to completion.
• Proficiency with Microsoft Office Suite, including Outlook, Word, Excel, Access, and PowerPoint.
• Elementary English proficiency communication skills necessary.
• Must be authorized to work for any employer in the U.S.; the company is unable to sponsor or take over sponsorship of an employment visa at this time.
• Qualified candidates must reside in the Las Vegas, Nevada area.

Nice To Haves

• Bachelor of Science degree in Computer Science or Information Systems preferred.
• Experience as a help desk technician or in a customer support role.
• Passion for enriching others’ lives by resolving end-user issues.
• Customer-centric approach to service and support.
• Tech-savvy, with a passion for lifelong learning.
• Clear communication skills.
• Calm demeanor during periods of high workload.

Responsibilities

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Install, modify, and repair computer hardware and software.
• Diagnose technical problems with networks, applications, and cloud systems.
• Clearly communicate the problem-solving and support process with end users via a ticketing system.
• Delegate and engage appropriate resources to ensure issue resolution.

Benefits

• Competitive pay rates.
• Medical, dental, and vision insurance.
• Long-term disability and short-term disability insurance.
• Life insurance.
• Accident insurance.
• Critical illness insurance.
• Flexible spending account (FSA).
• Health savings account (HSA).
• Vacation and holiday pay.
• Tuition reimbursement.
• 401(k) with a competitive company match.
• Inclusive, empowering, and rewarding culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED