Technical Support Specialist

1 week ago


Kansas City, Missouri, United States RiverPoint Full time
Job Overview

As a End User Support Technician at RiverPoint, you will play a crucial role in ensuring seamless technology operations for our users. Your responsibilities will encompass a variety of tasks aimed at enhancing user experience and maintaining system efficiency.

Key Responsibilities
  • Onboarding Support: Facilitate the setup of workstations for new employees and assist in relocating equipment during departmental transitions.
  • Hardware Management: Manage the removal of hardware from departing employees and organize stock effectively.
  • Technical Assistance: Provide comprehensive technical support with a focus on customer satisfaction, teamwork, and promptness.
  • System Maintenance: Image, configure, install, repair, and upgrade computer systems, with a preference for candidates familiar with Apple products.
  • Troubleshooting: Conduct advanced troubleshooting for hardware and technical issues.
  • Ticket Management: Take ownership of assigned tickets, ensuring timely updates and resolutions.
  • Customer Interaction: Serve as the primary contact for users seeking in-person technical assistance.
  • Inventory Control: Maintain accurate records of devices and their assignments through meticulous documentation.
  • Software Installation: Assist users with the installation of new software in accordance with licensing requirements.
  • Regional Support: Provide backup support to regional offices, which may involve occasional travel for on-site assistance.
  • Collaboration: Work closely with IT Service Owners to resolve complex technical issues.
  • Product Knowledge: Offer accurate information regarding IT products and services, including their availability.
  • Customer Follow-Up: Keep users informed about the status of their requests.
  • AV Support: Provide tier-1 troubleshooting for audio-visual hardware and assist with on-site connection and presentation needs.
  • Additional Duties: Perform other related tasks as assigned.
Qualifications
  • High school diploma or equivalent; technical training in computer repair is advantageous and may partially substitute for experience.
  • At least one year of relevant experience in a technical support role.
  • Basic understanding of computer hardware and operating systems.
  • Strong organizational skills and effective written and verbal communication abilities.
  • Familiarity with ServiceNow and SCCM is a plus.
  • Physical capability to lift moderate-sized computer equipment.
  • Availability for mandatory after-hours and weekend support as required.


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