Technical Support Associate

1 month ago


Middletown, United States Brooksource Full time

Job Summary

We are seeking a skilled IT Support Technician to join our team at Brooksource. As a key member of our technical support team, you will be responsible for providing top-notch support to our clients.

Key Responsibilities

  • Resolve first-level service calls in a timely, accurate, and professional manner.
  • Assist in the investigation of issues and with the delivery of an appropriate remedy and response.
  • Respond to identified performance issues.
  • Follow established operational processes and procedures and utilize Enterprise tools available.
  • Evaluate documents, prioritize, and resolve support calls.
  • Maintain knowledge of production system resolution procedures by reviewing new or updated knowledgebase entries to ensure readiness to execute.
  • Logs and tracks issues using an automated Service Management System.
  • Interact and collaborate with various corporate departments and store personnel.

System Support

  • Monitor system activity and inform team and manager of any perceived trends, positive or negative, in calls being received.
  • Create and Monitor vendor service calls.
  • Develop an understanding and knowledge of the operating environments, policies, and procedures.
  • Perform routine and regular preventative maintenance.
  • Provide supporting development and maintenance of operational procedures.
  • Accept, sets up, and test new hardware, peripherals, and software.
  • Adhere to procedural and security standards.
  • Administer asset inventory management.

Devices Used in Client Environment

  • Windows PC's and Laptops
  • Windows Tablets
  • Touchscreen monitors
  • Zebra TC8000's and WT6000's w/RS5000 ring scanners
  • HP printers
  • Zebra & Datamax label printers
  • In-building network hardware & AP's (Cisco)
  • Bluetooth and tethered hand scanners
  • Chromebox thin clients
  • Android tablets

Requirements

  • 1-year IT troubleshooting experience (or equivalent educational coursework/certification programs)
  • Excellent problem-solving skills
  • Basic technical understanding of the various hardware, software and networking systems being supported.
  • Ability to work as part of a team as well as independently
  • Excellent communication and organization skills.


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