IT Support Technician

IT Support Technician

Desktop Support, Technical Support The goal of the Customer Experience Associate (CX Associate) is to ensure employees receive a high level of support in a timely fashion in a fast-paced environment. Employees are fully billable and require near 100% laptop uptime. The CX Associate is the first on-site responder and starts our Customer's Experience journey. They will provide an enhanced level of hands on and remote support for a specific office or offices. Working in conjunction with our Customer Experience team to ensure 100% uptime and a positive customer experience.

Responsibilities

•Each CX Associate is responsible for providing enhanced IT customer support their assigned offices, including in-office "walk-ups" •Helping customers manage software installations and hardware repair •Gain technical knowledge regarding GT's applications and services •Guiding customers on troubleshooting issues •Own issues and bring them to resolution as quickly as possible while providing proactive updates •Knowledge of escalation path when troubleshooting complex laptop issues for quick resolution •Participate in MIM calls for their offices of support to assist with gathering information, troubleshooting and testing of solutions •Troubleshoot issues in a Windows 10, Office 365 and SharePoint environment •Utilize remote support tools in support of dispatch offices where a technician is not always on site •Finding solutions from previous cases using the Knowledge Base •Communicate knowledge gaps in issue resolution •Ensure tickets are properly updated and asset management system is properly updated •Participate in testing of images and software deployments at the Pilot level ensuring documentation is accurate •Assist with events in-offices or conferences •Provide on-site support for client meetings •Weekly maintenance of on-site printers, access points, conference room technology, MDF closets and phone equipment •Maintenance of on-site IT space and routinely monitor inventory stock •Provide concise and detailed information on issues when escalating to other groups or Customer Experience leaders for assistance •Be proactive in taking ownership of tasks and managing them through completion and knowing when to ask for help •Other duties as assigned

Must Have Skills

•College degree or equivalent combination of education and experience •1 to 3 years of experience in field service support working with technology industry •Prior experience with end user services, information technology or related field •Strong knowledge of Windows Operating systems •Strong Knowledge of Office products •Knowledge of Remedy or ServiceNow ticket systems •Established laptop hardware experience •Understanding of mobile devices calendar and mail support for iOS and Android •Basic analytical and problem-solving skills •Experience working with printers, copiers, faxes, video conferencing, and other multimedia technology •Flexibility to learn new technologies and quickly adapt •Strong interpersonal skills to interact with clients and team members •Strong organizational skills •Strong communication skills •Ability to work independently but also in a team environment