Customer Tech Suppt Tech I

Provides first level technical support for end-user computing devices, including desktops, laptops and mobile devices. Troubleshoots and resolves end-user device issues, either in-person or remotely, and assists with setup, configuration and maintenance of endpoint devices, escalating as needed. Acts as primary point of contact for end-users in resolving device-related OS, connectivity or application issues. Assists with setup, configuration and maintenance of endpoint devices.

ESSENTIAL FUNCTIONS

- Responds to customer requests, received either via the Service Desk or directly from end-users, based on urgency and established service levels. Troubleshoots and resolves device-related OS, connectivity or application issues.
- Assists with setup, configuration, and maintenance of endpoint devices.
- Utilizes technical expertise to diagnose and resolve problems related to client technologies. Proactively identifies issues that can be handled before a ticket is submitted. Gathers feedback and addresses or brings to management.
- Participates in project implementations by completing assigned tasks, providing appropriate communication to project managers and keeping track of progress, reporting back to project manager.
- Maintains constant communication with team to ensure coverage of all calls. Ensures all sites are covered and if necessary, relocates to other sites to provide coverage.
- Assists with testing and deployment of new and replacement systems, printers and other peripherals, ensuring customer satisfaction, accuracy, timeliness, and priority are all met.
- Conducts 1:1 training with customers on the use of hardware and applications as needed.
- Keeps abreast of current desktop and LAN technologies through continuing education, journal review, web searches, and formal seminar opportunities. Maintains working knowledge of wide range of applications and technologies.
- Other duties as assigned.

Responsibilities

Provides first level technical support for end-user computing devices, including desktops, laptops and mobile devices; Troubleshoots and resolves end-user device issues, either in-person or remotely, and assists with setup, configuration and maintenance of endpoint devices, escalating as needed; Acts as primary point of contact for end-users in resolving device-related OS, connectivity or application issues; Responds to customer requests, received either via the Service Desk or directly from end-users, based on urgency and established service levels; Assists with setup, configuration, and maintenance of endpoint devices; Utilizes technical expertise to diagnose and resolve problems related to client technologies; Participates in project implementations by completing assigned tasks, providing appropriate communication to project managers and keeping track of progress; Maintains constant communication with team to ensure coverage of all calls; Assists with testing and deployment of new and replacement systems, printers and other peripherals; Conducts 1:1 training with customers on the use of hardware and applications as needed; Keeps abreast of current desktop and LAN technologies through continuing education, journal review, web searches, and formal seminar opportunities; Other duties as assigned

Requirements

High School diploma or equivalent and 1 year of relevant experience required; Or equivalent combination of education and experience; Ability to travel between work sites required; Flexibility to work shifts necessary to accommodate 24/7/365 coverage, which may include nights, weekends and holidays required; Exception customer service skills required; Strong communication skills required; Logical thinker with good problem-solving skills required

Nice to have

Knowledge of current operating systems for PCs preferred; Proficient in hardware break/fix and troubleshooting preferred; Knowledge of Mac computers, handhelds and other peripheral devices preferred