Technical Support Representative

The Technical Support Representative I will provide technical assistance and answers to users questions, assisting users by troubleshooting problems with computer hardware or software. Additional Responsibilities would include I.T. related Administration Projects to assist Director of I.T. in day-to-day operations.

Troubleshoots problems with software applications and recommends corrective action
Analyze, reproduce, trouble-shoot, and resolve technical issues related to specific and general functionality of product/software (internal or external) and (if applicable) associated third-party integrations

ESSENTIAL RESPONSIBILITIES:

Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.

Collaborates with other staff to research and resolve problems.

Arranges service by software or hardware vendors to repair or replace defective products.

Maintains knowledge of technology innovations and trends.

Performs other related duties as assigned.

Respond to Tickets in accordance to SLA guidelines

Identifies, investigates, and resolves users problems with computer software and hardware.

Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.

Consults with users to determine steps and procedures taken to identify and resolve their technical issue.

Applies knowledge of computer software, hardware, and procedures to solve problems.

Ability to work in Active Directory

Create Documentation for Training Purposes

Record, Track and Document the help desk request problem solving process including actions taken through to a final resolution.

KNOWLEDGE, SKILLS, AND ABILITIES:

• This job requires a minimum of a 2 years of work-related experience with progressive responsibilities or an equivalent combination of education and experience.

• Performing work in this jobs occupational field requires the application of advanced professional disciplines requiring a minimum 2 years of experience and extensive, applied use of related concepts, practices, and methods.

• In relation to other jobs in the same function, this job requires an advanced level of proficiency to apply broad knowledge, experience, and leadership.

Experience:

• The primary or most necessary skills required for this job are leadership, strong people and project management, and organizational skills.

• Other important skills include excellent written and oral communication, analytical, inter-personal and computer skills.

• Proficient with all Microsoft Products including Word, Excel, O365.

• Knowledge with Azure Cloud Computing a plus.

• Solid understanding of computers, networks and software.

• High attention to Detail.

• Ability to work in a fast paced, high-pressure environment.

• Ability to learn new technology and software.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Tuition reimbursement
• Vision insurance

Compensation package:

• Training bonus opportunities

Schedule:

• Monday to Friday

People with a criminal record are encouraged to apply

Work Location: Remote USA Only

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