This role is responsible for taking initial technical support calls, email, or ticket inquiries and troubleshooting and managing relatively simple hardware, software or network problems, recognizing and escalating more difficult problems. Members of this team should be able to triage, consult and effectively resolve most user support issues.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other assignments, projects, and duties may be required: User account managementTroubleshoots and supports all network laptops/computers.Understanding of IT principles and ability to communicate technical concepts effectively to a varied audience.Assists in the set-up, maintenance and repair of PC hardware, including distribution of equipment.Use ticketing system to answer all issues in a timely fashion based on department SLA's, and other methods of communication to ensure proper resolution.Walk users through problem-solving processes and consult on workflow best practices for remote employees.Knowledge Base content creation and cultivation, special projects, customer communications, product and tooling integration and validation, etc.Infrequent/occasional travel may be required for initial training and/or site builds and has reliable transportation.Interaction with equipment sourcing vendors to coordinate delivery to needed locations.Work closely with procurement specialists to ensure line of sight on all equipment on hand for accurate sourcing of additional equipment.Coordinate shipping and receiving of equipment on a schedule that supports all onboarding and offboarding activities for remote employees.Monitor and manage equipment inventory and control systems.Working with partners at multiple sites to keep track and organized storage and retrieval of devices to allow for accurate inventory.QUALIFICATIONS: Strong organization and planning skillsStrong communication and interpersonal skillsIntermediate to advanced technical and functional skillsAdaptability and stress toleranceExperience in a customer support roleExperience with help desk toolsTechnology troubleshooting experienceExperience in all Microsoft Office toolsExperience working remotely and/or with distributed teams is a plus.Experience Required: 1-3 years of experience in providing customer service1-3 years' experience in a computer-based environmentPHYSICAL REQUIREMENTS: The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to sit; use hands to manipulate objects, tools or controls; reach with hands and arms; and talk and hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus. Noise level in the work environment is usually quiet.
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