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Salary General Summary
With general supervision, analyze and resolve problems relating to software, hardware and network utilized by OfficeMate customers and staff. Provide technical support and service on routine to complex desktop, server and network issues to maintain the highest level of customer satisfaction. Process orders, resolve inventory and shipping issues and provide product information to members, doctors, groups and internal employees.
Essential Functions
Receives tracks, resolves and responds to OfficeMate customer care calls. Investigates diagnoses and resolves routine to complex problems associated with a wide variety of business applications.
Provides training and support for simple to complex technical issues related to the OfficeMate and OfficeMate Enterprise software.
Utilizes numerous troubleshooting tools and software applications to troubleshoot a variety of issues.
Documents and/or logs all calls, records all activity and communications regarding incidents and problems. Maintains all defined service standards.
Create new and/or revised technical procedures and processes and/or follow established procedures, service, and support standards.
Install, move and test routine to complex hardware and software systems related to PCs in support of business partners' requests.
Consults with customers to design server and network architecture.
Orders, receives and ships hardware equipment. Utilize the QuickBooks and Lotus Notes to manage shipping processes.
Assists internal and external customers in resolving order issues and shipping problems.
Provide accurate and timely response to clients' requests. Research and resolve customer concerns.
Identify, research, and resolve inventory discrepancies and other issues related to incomplete orders.
Maintain industry knowledge of the OfficeMate software, the optical industry and of technology support and services.
Job Specifications
Typically has the following skills or abilities:
College level coursework in technical topics, such as, Computer Science or Information Technology or equivalent experience
Microsoft Certified Professional, Network , A Certifications
Three years experience installing and configuring hardware and software
One year experience in configuring, installing and maintaining local area networks in a Windows environment
Strong customer service skills with two years of experience required
Excellent written, verbal and presentation skills with the ability to explain technical issues to both technical and non-technical audiences.
Excellent analytical, time management and problem solving skills required
Ability to prioritize, manage multiple tasks and participate fully in problem resolution required
Ability to work in a dynamic and rapidly changing environment, and learn new procedures and systems quickly
Must be able to function in a workgroup, team-oriented environment
Ability to walk or stand 90% of the work day
Ability to lift 50 pounds
Working Conditions
The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust etc.
The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
