AddressThe Technical Support Representative is the first line of support for all internal desktops, laptops, other device management, and maintenance. He/She is responsible for interacting and supporting all users that are assigned to them so that they resolve all desktop related issues that arise in a responsible, efficient, and timely manner. This position requires on-call support to perform maintenance activities during non-business hours. This position reports to the Manager of IT Support Services.
Work Hours: The person in this role is expected to be available for a variety of shifts ranging from 8AM-5PM to 12PM-9PM dependent upon business needs. Each technician will have a turn at being on-call, including weekends.
Key Responsibilities include:
• Utilize a ticket system for issue/problem response, logging, and resolution
• Daily upkeep of inventory counts/quality, sales floor, and storage appearance.
• Provide first level diagnosis for potential resolution for hardware and software issues
• Face-to-Face and phone/remote support with sales agents up to Executive team members
• Receive and re-deploy employee equipment daily
• Assist with desktop/laptop imaging and audio/visual requests, as needed
• Perform equipment moves, equipment upgrades, and/or repairs as needed
• Process intermediate Active Directory tasks up to and including terminations and new hires
• Connect new workstations to network and host systems
• Any other activities assigned by your manager
What you need to be successful:
• Demonstrate an upbeat, positive attitude
• Possess a heightened drive to succeed above and beyond the call of duty
• Experience working both Face-to-Face and phone / remote Technical Support
• Experience working with a variety of employee roles/departments.
• Intermediate knowledge of the Microsoft Office Suite (O365), Active Directory, Windows, and Mac OS
• Familiar with LAN, WLAN, VLAN, and basic network concepts.
• Excellent customer service skills
What we would love to see:
• Proven experience working under pressure requiring high attention to detail and communication.
• Applicable certifications, namely A+, Network+, Security+, and or Windows/Mac OS certifications
TRANZACT, a WTW Company, is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Equal Opportunity Employer / Disability / Vet
