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Field IT Support Technician

2 months ago

Franklin, Wisconsin, United States TIER4 GROUP Full time
Job Overview

Position: Onsite Technical Support Specialist

Location: Not specified

Type: Onsite

Perks: Competitive compensation, benefits, complimentary meals when onsite

About TIER4 GROUP: We are a leading organization expanding our onsite technical support division, currently consisting of a dedicated team focused on preparing and distributing devices to new employees, both remote and onsite, while also managing device lifecycle refreshes. Our commitment is to provide exceptional technical assistance in a dynamic and demanding environment.

Role Summary: We are in search of an IT Support Specialist who is enthusiastic about resolving technical challenges and enhancing the user experience. This position requires leveraging your expertise in PC and mobile device hardware, software configurations, operating systems, and local area networks to tackle technical issues and support our clientele.

Key Responsibilities:

  1. Technical Assistance:
  • Deliver multi-channel technical support in a fast-paced setting while managing multiple tasks and prioritizing effectively.
  • Utilize your experience and established communication methods to execute processes and resolve issues while educating clients about the technology landscape.
  1. Client Experience Enhancement:
  • Employ your functional and technical knowledge to analyze problems and utilize software tools to develop solutions and test fixes to resolve issues promptly.
  • Conduct initial consultations with clients to understand and address their requirements.
  1. Innovation and Continuous Improvement:
  • Identify opportunities for process and service enhancements with a mindset geared towards continuous learning and improvement.
  • Collaborate with seasoned team members to foster innovation and implement new ideas.
  1. Relationship Management:
  • Build and maintain strong interpersonal relationships with both internal and external teams.
  • Engage in temporary project assignments as required.
  1. Client Communication:
  • Exhibit strong customer service abilities, both internally and externally, with effective verbal and written communication skills.
  • Propose ideas aimed at enhancing the client experience.

Required Qualifications:

  • Associate's or Bachelor's degree in Computer Science, Management Information Systems, or a related discipline, or equivalent relevant experience.
  • A minimum of 2 years of experience in a technical support role.
  • Advanced proficiency in troubleshooting computer and mobile device hardware and software, including familiarity with support tools.
  • Excellent oral and written communication skills, with the ability to quickly establish rapport and create a distinctive client experience.
  • Strong analytical abilities and problem-solving skills.
  • Attention to detail, including proficiency in clear and concise documentation.
  • Flexibility to adapt to evolving business needs.

Technical Skills:

Essential:

  • Asset Management/Desktop Support
  • Desktop Imaging Deployment
  • Equipment Setup

Desirable:

  • Team collaboration skills.
  • Attention to detail.
  • Experience with Windows 11 and MAC OSX support.
  • Ability to perform under pressure.

If you are a motivated, detail-oriented individual with a passion for technology support, we would like to hear from you.