Onsite IT Support Technician

Customer Experience AssociateThe 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 repairGain technical knowledge regarding GT’s applications and servicesGuiding customers on troubleshooting issuesOwn issues and bring them to resolution as quickly as possible while providing proactive updatesKnowledge of escalation path when troubleshooting complex laptop issues for quick resolutionParticipate in MIM calls for their offices of support to assist with gathering information, troubleshooting and testing of solutionsTroubleshoot issues in a Windows 10, Office 365 and SharePoint environmentUtilize remote support tools in support of dispatch offices where a technician is not always on siteFinding solutions from previous cases using the Knowledge BaseCommunicate knowledge gaps in issue resolutionEnsure tickets are properly updated and asset management system is properly updatedParticipate in testing of images and software deployments at the Pilot level ensuring documentation is accurateAssist with events in-offices or conferencesProvide on-site support for client meetingsWeekly maintenance of on-site printers, access points, conference room technology, MDF closets and phone equipmentMaintenance of on-site IT space and routinely monitor inventory stockProvide concise and detailed information on issues when escalating to other groups or Customer Experience leaders for assistanceBe proactive in taking ownership of tasks and managing them through completion and knowing when to ask for helpOther duties as assignedMust Have Skills:College degree or equivalent combination of education and experience1 to 3 years of experience in field service support working with technology industryPrior experience with end user services, information technology or related fieldStrong knowledge of Windows Operating systemsStrong Knowledge of Office productsKnowledge of Remedy or ServiceNow ticket systemsEstablished laptop hardware experienceUnderstanding of mobile devices calendar and mail support for iOS and AndroidBasic analytical and problem-solving skillsExperience working with printers, copiers, faxes, video conferencing, and other multimedia technologyFlexibility to learn new technologies and quickly adaptStrong interpersonal skills to interact with clients and team membersStrong organizational skillsStrong communication skillsAbility to work independently but also in a team environment