Experience in a heavy customer focus position involving and technical knowledge of end user products and services
Must have excellent customer services skills, proven organizational abilities and be able to work in a fast-paced end-user environment.
Must be experienced with Microsoft software and operating systems, personal computing devices (desktops, laptops, tablets) and mobile devices including iPhone and Android
Must have good knowledge on all Desktop Operating systems including Windows 8 and Windows 10.
Complete detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved
Act as the initial point of contact for all computer and system related concerns from clients or other employees
Assist management in creating training materials pertaining to computer troubleshooting and usage
Organize and file documentation pertaining to warranties and instructional guides for computer hardware
Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems
Resolve technical issues related to network interruptions
White Glove service for Conference room support
Break-fix (Level 2 support) EUC Devices
PC Lifecycle Support
Remote Desktop Support using Help Desk
IMAC Support for EUC Devices
3rd party vendor coordination for Level 2 Support
Job Qualifications
Industry-specific certification in relevant computer languages or software may be required
Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
Comfortable working in and assisting others through company help desk software, such as Zendesk in addition to other remote access desktop programs
Extensive experience working with different operating systems including Windows and Mac OS
Ability to prioritize and manage several milestones and projects efficiently
Professional written and interpersonal skills are essential when communicating with customers and clients
Experience installing and configuring computer systems and applications for a large company
