Technical Support Associate
1 month ago
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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