Customer Support Technician

2 weeks ago

Ocoee, United States TEKsystems Full time

Description:

Summary:

The Customer Support Technician is responsible for supporting all technology hardware and software systems in our enterprise environment. Provide in-person and remote technical support to our customers. Assist in a wide variety of responsibilities including, but not limited to, asset tracking, detailed documentation, installation, configuration, remediation, and troubleshooting of IT resources. Provide top-tier service and support with clear and concise communication and follow-through.

Job Responsibilities:

• Installs and configures computer hardware, software, systems, mobile devices, printers, and scanners

• Assists in coordinating audiovisual setups and video conferencing support

• Virtual Meeting Applications knowledge preferred (MS Teams, Zoom, GoTo, etc.)

• Audiovisual Equipment knowledge preferred (Microsoft Teams Rooms certified equipment)

• Monitors and maintains computer systems using company-provided tools, like Active Directory and Microsoft Endpoint Configuration Manager (MECM).

• Identify and diagnose hardware, software, or network-related problems, and identify a plan to resolve, repair, or replace resources, as needed.

• Recommend strategies to increase efficiencies which may include implementing new practices, devices, and/or software.

• Proficiency in Office 365; MS Outlook, MS Excel, MS Word, MS Teams, and Windows 10/11

• Collaborate and assist with other areas of the IT department on projects and initiatives

• Onsite hours of operation are between 7:00 am and 6:00 pm, Monday through Friday

• Participate in after-hours (evening & weekend) on-call rotation

• Travel to remote locations to provide support, as needed

• Perform other duties as assigned

• Ability to lift 50 pounds

Required Skills:

• IT Enterprise experience is preferred

• High school diploma or equivalent; additional certifications or relevant education is a plus.

• Ability to learn new systems and software in a fast-paced environment.

• Strong problem-solving skills, critical and analytical thinking, and the ability to adapt to change.

• Ability to manage multiple priorities and work independently or as part of a team.

• Capacity to perform in high-pressure situations, with strong organizational and time-management skills.

General Characteristics

Responsible for Tier I software and hardware support. Diagnoses and resolves problems using documented

procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system.

Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of

application, hardware and software problems.

Skills:

Desktop, Support, Customer service, Technical support, Troubleshooting, configuration management software, Help desk support, Customer support, virtual support, audiovisual, Active directory, Call center, Service desk

Top Skills Details:

Desktop,Support,Customer service,Technical support,Troubleshooting,configuration management software,Help desk support,Customer support,virtual support,audiovisual

Additional Skills & Qualifications:

Education:

Associate’s or Bachelor’s Degree, or technical institute degree/certificate in Computer Science, Information

Systems, or other related field. Or equivalent work experience.

Experience:

0 to 1 year of IT work experience in computer systems or support with demonstrated working knowledge of basic

hardware and software products and problem solving/troubleshooting skills.

Complexity:

Learner/entry level role. Provides Tier 1 support of low to medium complexity. Functions, somewhat

independently, under general direction of more customer service representatives, supervisors or

managers. Generally follows documented procedures and checklists.

Experience Level:

Entry Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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