Customer Support Technician

Job Title

Job Overview:

Pay Range: $20.20hr - $25.20hr

Requirement/Must Have:

• Two years of work experience in the installation, maintenance and technical support of workstation hardware.
• Two years of experience providing customer service and technical support with Microsoft Office 365 and Windows 7 or above operating system.
• Technical certifications from workstation training programs such as CompTIA A+, Comp TIA Net+, and MCDST may be substituted for 1 year of experience.
• Bachelor or Associate degree in Computer Science, Information Technology or closely related field from an accredited college or university.
• High School diploma or equivalent.

Responsibilities:

• Responsible for software and hardware support.
• Provides technical advice, guidance and informal training to customers using hardware and software programs.
• Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.
• Performs root cause analysis and develops checklists for typical problems.
• Recommends procedures and controls for problem prevention.
• Maintains knowledge database and call tracking database to enhance quality of problem resolutions.
• Works in a team setting, sharing information and assisting others with calls.
• Assisting the Workstation Support Supervisor with troubleshooting computer systems and related software.
• Learning about and providing technical assistance and routine maintenance of specialized software applications.
• Providing support for other IT related hardware devices such as networked printers, smartphones, etc.
• Providing Tier 2 support of medium to high difficulty requiring the ability to take ownership of complex issues.
• Provide advanced troubleshooting to determine cause of problems.
• Installs, configures, and provides support, monitors Service Desk queue and resolves support tickets as assigned.
• Participates in and coordinates projects, shares information and receives feedback from other staff as appropriate.
• Generates and maintains detailed technical documentation, coordinates service calls and repairs for warranty and non-warranty items.
• Provides Audio Visual (AV) and Video Conferencing (VC) support as assigned.
• Assists with reserving, setting up, and troubleshooting of AV and VC equipment.

Skills:

• Advanced knowledge of Microsoft products, including operating systems, office suite and outlook in a networked environment.
• Advanced knowledge of computer software, hardware, and firmware relative to personal computers, local area network/wide area network environments.
• Skilled at installing and providing technical support for software applications, operating systems and personal computer hardware.
• Ability to do advanced troubleshooting on various manufacturers of computers.
• Ability to plan, organize, manage and track projects.
• Strong verbal and written communication skills.
• Ability to read, understand, and comply with the organization’s policies.