Technical Support Associate

2 weeks ago

Chandler, Arizona, United States Vensure Employer Services Full time
Job Overview

Company Background
Vensure Employer Solutions stands as a leading entity in the HR technology and service industry, offering a diverse range of solutions that encompass HR/HCM technology, managed services, and global business process outsourcing (BPO). With a robust portfolio, Vensure supports a vast network of businesses, processing significant payroll volumes annually. Our mission is to empower organizations to enhance their operations through tailored strategies that cater to both employers and employees.

Role Summary
We are in search of a Technical Support Associate to become a vital part of our team. This role serves as the initial point of contact for all IT-related inquiries. You will manage incoming requests via various channels, transforming these interactions into actionable tickets for advanced technical teams. Your primary responsibilities will include resolving common issues such as password resets, drive and printer mapping, and guiding users through self-service resources. Your commitment to exceptional customer service, combined with your knowledge and problem-solving skills, will be essential in this position.

Key Responsibilities

  • Act as the first point of contact for IT support, handling calls, directing inquiries, and creating tickets for customer requests while addressing tier 1 issues.
  • Collaborate with the Help Desk Team to provide assistance and resolve issues for employees through phone, chat, or ticketing systems.
  • Common tasks include resetting passwords, addressing general tech inquiries, troubleshooting basic issues with PCs, mobile devices, printers, and phones, and educating users on self-service options.
  • Document and track issues to ensure prompt resolution and follow-up.
  • Engage in continuous learning from Tier 2 teams to enhance skills and career progression.
  • Develop knowledge base articles for training and reference purposes.
  • Participate in hands-on or virtual training to acquire skills for assisting in various projects.
  • Contribute to project work that supports upper-level teams and gain practical experience for more complex tasks.

Qualifications and Skills

  • Strong aptitude for customer service, troubleshooting, and organizational tasks.
  • Excellent written and verbal communication skills, with an emphasis on providing clear instructions and documentation.
  • Outstanding customer service abilities in person, over the phone, and through digital communication.
  • Capability to triage and address unfamiliar technical issues.
  • Eagerness to learn and adapt to new technologies.
  • Solid understanding of Windows operating systems.
  • Familiarity with Microsoft server products, particularly Active Directory.
  • Proficient in Microsoft Office applications, especially Excel and Word.
  • Experience with Office 365 is advantageous.
  • Ability to maintain a professional demeanor and remain courteous throughout the workday.

Education and Experience

  • Proficient in English, both written and spoken.
  • Associate's Degree in a technical field is preferred.
  • Certifications such as A+ or other technical credentials are desirable.
  • This position is intended for individuals beginning their journey in IT support, with a willingness to pursue further certifications for career advancement.

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