Technical Support Specialist

4 weeks ago


Hopkinsville, Kentucky, United States Bell Techlogix Full time
Job Description

Job Title: Deskside Support Analyst

Company: Bell Techlogix

Job Summary:

We are seeking a highly skilled and experienced Deskside Support Analyst to join our team at Bell Techlogix. As a Deskside Support Analyst, you will be responsible for providing advanced technical support and maintenance services to our customers. This includes performing routine and advanced computer hardware and software installations, maintenance tasks, troubleshooting, and repairs of computer systems and peripheral equipment.

Key Responsibilities:

  • Perform routine and advanced computer hardware and software installations, maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment.
  • Provide technical support to customers on operational and maintenance aspects of system equipment and serve as the customer contact.
  • Escalate problems and issues to a higher level of support as needed.
  • Process timely and accurate information to ensure compliance with vendor warranty requirements.
  • Maintain the highest level of customer satisfaction by resolving all tangible problems and concerns.
  • Adhere to client policies and procedures while maintaining the integrity of the customer's data.
  • Maintain and update work order tickets in client's ITSM tool.
  • Coordinate across multiple departments/vendors to provide support.
  • Represent Bell Techlogix in a professional and businesslike manner and communicate effectively with customers and associates.
  • Interact with the customer when responding to technical questions or requests for information.
  • Train less experienced technicians.
  • Maintain regular attendance.
  • Other duties as assigned by management.

Requirements:

  • Must have a high school diploma or equivalent; College degree in a related field is preferred.
  • 2-5 years of technical or related experience is preferred. Relevant education may substitute technical experience.
  • Working knowledge and hands-on experience supporting handheld devices and/or mobile devices.
  • Working knowledge of client's hardware platforms.
  • Working knowledge of client's software and user base.
  • Working knowledge of AD and SCCM (or similar software).
  • Working knowledge of various versions of Microsoft operating systems.
  • Working knowledge of various versions of Microsoft Office Suites.
  • Knowledge of industry quality standards.
  • Original Equipment Manufacturer (OEM) certifications obtained to perform warranty repairs, as required.
  • Client-required certifications, if needed.

Abilities and Skills:

  • Ability to travel to Bell Techlogix or client site locations; overnight stays required on some occasions.
  • Strong verbal and written communication skills.
  • Ability to explain product material to a variety of audiences.
  • Ability to work independently and as a member of a team.
  • Effective interpersonal skills.
  • Attention to detail, excellent organizational skills, and must possess solid customer service skills.
  • Maintain a professional dress code and general appearance.

Physical, Mental Requirements and Work Environment:

  • Must be able to lift and carry at least 75 lbs.
  • Must be able to stand for long periods of time.
  • Must be able to walk for long distances.
  • Must be able to sit at a computer for long periods of time.
  • Must be able to work in a fast-paced environment.
  • Manual dexterity to use keyboard to input information.

Equipment Used:

  • Computer
  • Phone
  • Company vehicle, if provided.

Conditions of Employment:

  • Must pass pre-employment, post offer background check and drug screen.
  • Must maintain required certification levels.
  • Must maintain valid driver's license.
  • Must have reliable vehicle and maintain proper insurance while employed.
  • Must maintain required security clearance, as needed.

Equal Opportunity Employer - Disability & Veteran



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