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Technical Support Specialist

2 months ago

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

The End User Support Technician plays a vital role in ensuring seamless technical assistance for our clients. This position is essential for maintaining operational efficiency and enhancing user experience.

Key Responsibilities
  • Onboarding Support: Facilitate the setup of workstations for new employees and assist with the connection of equipment during office relocations.
  • Hardware Management: Aid in the removal of hardware for departing employees and organize stock effectively.
  • Technical Assistance: Provide comprehensive technical support with a focus on customer satisfaction, collaboration, and promptness.
  • System Maintenance: Image, configure, install, repair, and upgrade computer systems, with a preference for candidates knowledgeable in Apple products.
  • Troubleshooting: Conduct advanced diagnostics 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 clients seeking in-person technical support.
  • Inventory Control: Maintain accurate records of devices and their user assignments through meticulous documentation.
  • Software Installation: Assist clients with the installation of new software in accordance with licensing agreements.
  • Remote Support: Provide backup assistance to regional offices, including occasional travel for on-site support.
  • Collaboration: Work closely with IT Service Owners to resolve complex technical issues.
  • Product Knowledge: Deliver precise information regarding IT products and services.
  • Customer Follow-Up: Keep clients informed about the status of their requests.
  • AV Support: Offer tier-1 troubleshooting for audio-visual hardware and provide on-site support for presentations as needed.
  • Additional Duties: Perform other responsibilities as assigned.
Qualifications
  • High school diploma or equivalent; technical training in computer repair is advantageous.
  • At least one year of relevant experience in a technical support role.
  • Fundamental understanding of computer hardware and operating systems.
  • Strong organizational skills and effective communication abilities, both written and verbal.
  • Familiarity with ServiceNow and SCCM is a plus.
  • Capability to lift moderate-sized computer equipment.
  • Availability for after-hours and weekend support as required.