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Form of workJob Description
Experience: 1-3 Years of technical support experience
Location: USA , Tempe, AZ
Technical Skills: (Primary)
Provide basic colleague technical support including but not limited to:
o Computer hardware diagnostic, troubleshooting, configuration, and refresh.
o MOBILE DEVICES, PRINTER REPAIR, CUSTOMER SERVICE, TECHNICAL SUPPORT, LAN
o Software installation and troubleshooting.
o Voice and video network diagnostic and repair.
o Mobile device configuration, training, and diagnosis.
o Recovery testing to confirm availability of systems where outages have occurred.
Manage basic ticket workflows including but not limited to:
Escalating unresolved issues in a timely manner.
Maintaining and tracking inventory of hardware in the appropriate systems.
Documenting and tracking status of colleague inquiries, coordinating appropriate response.
Proactively setting expectations with colleagues.
Following up to ensure colleague satisfaction.
Provide proactive support, maintenance, and innovation including but not limited to:
o Implementing approved operating system enhancements.
o Recommending system modifications to reduce colleague problems.
o Interacting with other support groups to restore service and /or identify and correct colleague computing problems.
o Identifying process improvement opportunities and supporting continuous improvement initiatives under direction of your supervisor.
Perform other duties and responsibilities, as assigned.
Customer service & leadership
Delivers exceptional customer service.
Alert s colleagues and team members when a major problem is suspected.
Strong knowledge of the following is preferred.
o Microsoft operating systems and Microsoft Office.
o Apple hardware and operating systems.
o Networking switches and data networks.
o IP telecommunications systems.
o Audio Visual Systems.
Capability to analyze problems and use sound judgement for determining solutions.
Ability to clearly communicate with customers and other IT staff.
At least 1 Year PC/LAN technical or equivalent experience preferred.
Aptitude for providing strong customer service through interactions and communications, verbally and written.
A likely candidate will be self-motivated, a team player, empathetic, innovative, and work with integrity.
Willingness for continuing enhancement of technical skills through education/seminars and interaction with other IT disciplines.
Comfortable with working outside of normal business hours to support activities, and/or support on-call rotation when necessary.
Associate degree and/or equivalent work experience in the technology, hospitality, retail or customer focused field highly regarded.
A+ certification or equivalent combination of education, training, and experience.
Education:
Associate degree and/or equivalent work experience in the technology, hospitality, retail or customer focused field highly regarded.
A+ certification or equivalent combination of education, training, and experience.
1-3 Years of technical support experience.
Technical Skills (Secondary Nice to have, NOT MANDATORY):
MICROSOFT OFFICE, AUDIO VISUAL, SELF MOTIVATED, RETAIL SALES, NETWORKING, PROCESS IMPROVEMENT, TELECOMMUNICATIONS, MAINTENANCE, RETAIL MARKETING, TEAM PLAYER, DOCUMENTING, CUSTOMER SERVICE ORIENTED, TECHNICAL ASSISTANCE
Soft Skills
As this is an onsite role, must have strong written and oral communication skills
