Technical Support Jobs

About The Position

Requirements

• High School Diploma or its equivalent required at a minimum.
• Minimum of two to three years’ experience in a technical Service Desk or systems support role.
• Must have and maintain a valid driver’s license unless otherwise noted.

Nice To Haves

• CompTIA A+ Certification a plus.

Responsibilities

• Provide 1st tier technical support for multiple products to internal associates and external vendors via ServiceNow tickets. Resolve problems or escalate as necessary in a timely manner.
• Serve as an integrated team member for a technology help desk.
• Work incoming tickets and answer calls to the ServiceDesk.
• Troubleshoot basic issues with Windows and Apple computers, printers, network connections, mobile devices, Smartphones, tablets, etc.
• Analyze, troubleshoot, and diagnose basic issues with Windows 10, Apple MAC-OSX, Office365 and other software applications.
• Escalate to Tier 2 or other UDR departments if the issue cannot be resolved.
• Knowledge of Exchange and Active Directory structure.
• Knowledge of Remote Access and Remote Desktop software (Bomgar and GoToAssist).
• Perform work order tracking and resolution using ticketing system (ServiceNow).
• Create and maintain ServiceDesk documentation regarding processes and procedures.
• Perform End-User Training.
• Work a rotating on call support and staggered daytime shifts (follow the sun schedule), flexible time.
• Ship replacement equipment and supplies to locations. Receive inventory from locations.
• Provide quality customer service when interacting with all associates.
• Develop and improve strong customer service, communication, and technical skills.
• Perform other duties as assigned or as necessary.

Benefits

• Medical, Dental, Vision Plans
• Medical Flexible Spending Account
• Dependent Care Spending Account
• Lifestyle Spending Account
• Supplemental Term Life Insurance
• Critical Illness Plan
• Supplemental Short-Term Disability Insurance / AD&D Insurance
• Voluntary Long Term Care Insurance
• 401(k) Plan with company match