Technology Support Representative III

Provides second -tier support to end users on a variety of issues. Identifies researches and resolves technical problems. Responds to telephone calls email and personnel requests for technical support. Documents tracks and monitors the problem to ensure a timely resolution.

RESPONSIBILITIES AND DUTIES
Technical support professional with proven customer service and issue resolution capabilities.  Key skillsets include communication service focus troubleshooting hardware/software/connectivity and process execution with underlying technologies from Microsoft Apple HP Dell Canon and others.  Team Member will work as part of a team responsible for the Service Desk within our Operations organizational matrix. 

Technical Support Rep III

• Actively listens to our internal and external customers to understand their issues or concerns.
• Document with detail and track customer issues using the ServiceNow ticketing system to ensure quick resolution.
• Participate in developing Service Desk technology and infrastructure projects.
• Maintain up-to-date knowledge of company products and services.
• Take control of personal and team ticket queues.
• Provides phone and in-person support to users in the areas of e-mail directories standard Serves as the initial point of contact for troubleshooting hardware/software PC and computer peripheral problems.
• Provide friendly customer support and interface daily.
• Periodically review/update processes and procedures for all infrastructure systems and services.
• Image laptops and desktop computers with SCCM.
• Follow-up with end users to provide status updates meeting expected service level targets.
• Be responsive reliable and able to prioritize tasks efficiently.
• Develop the skills to become an instructor for internal team training.
• Experienced support for MacOS and JAMF.
• Experience using ITSM Ticketing tools (e.g. ServiceNow or similar ticketing systems to manage and track incidents).
• Basic knowledge of ITIL Service Desk metrics/SLAs and mobile device support.
• Work an 8-hour shift daily (7am-4pm or 8am-5pm)
• Collaborate with Tier 1 Support and other relevant teams to ensure seamless support continuity.
• Experience with Five9

Customer Service Delivery End User Support

• Provide single point of contact (SPOC) for enterprise Service Desk via phone and email.
• Provide deskside assistance (actual and virtual) as needed.
• Provide Level 1 & 2 operational support for the following services/platforms:
  • Windows/MAC OS (MAC OS a plus).
  • HP/DELL/Mac desktops and laptops.
  • Productivity applications: Office365 Suite Duo Mobile etc.
  • Mobility Services: iPhone/iPad Wi-Fi etc...
  • Printing Services: Canon MFPs.
  • Voice Services: ShoreTel VOIP.
  • Security services: Proxy VPN BitLocker CompuTrace NetSkope.
• Manage Windows desktop environment using Microsoft Deployment AD group policy and SCCM.
• Manage vendor services to ensure delivery of services accurately and on time.
• Help Manage receive and maintain Assets coming in and going out of the Org.

Customer Relationship Management Issue Tracking Training and Liaison

• Provide accurate documentation tracking and escalation via ticketing system.
• Perform end user training for applications systems and processes.
• Perform liaison duties with customer base to identify common issues and drive business alignment.
• Provide continuous improvement via problem management for common desktop/customer issues.
• Maintain accurate documentation for all desktops applications and customer systems.

Qualifications :

• 2 years enterprise desktop system support experience.
• Bachelors Degree in related field or equivalent experience.
• Entry-level technical certification preferred (A MCITP Network).
• Excellent customer service and communication skills.
• Strong logical troubleshooting skills.
• Ability to consistently follow standard procedures.
• Familiarity with basic networking concepts.

Additional Information :

Benefits:
    Paid Holidays and Vacation 
    Medical Dental & Vision benefits that start on the first day of employment
    No-cost mental health support for employee and dependents
    Childcare tuition discounts
    No-cost fitness nutrition and wellness programs 
    Fertility benefits
    Adoption assistance
    401k matching contributions 
    15% off the purchase price of stock 
    Company bonus 
 

Remote Work :

No

Employment Type :

Full-time