Urgent need Associate Technical Support Technician

Urgent need Associate Technical Support Technician

Job Description

  • Utilizing diagnostic hardware and software tools to diagnose and isolate service problems, in accordance with well-defined troubleshooting procedures and guidelines.
  • Utilizing tracking software to track and monitor the resolution of issues and/or open tickets.
  • Supporting area processes and interface requirements.
  • Resetting equipment or applying solutions to quickly resolve problems.
  • May escalate issues to more experience support staff.
  • May identify and document fault patterns over a period of time and involve other engineering or other technical resources in the IT function or the vendor community to develop permanent fixes.
  • Collaborates with customers and advises about technical issues.
  • Identifies and determines likely reasons for problematic causes. Prepares accurate documentation and communication to facilitate elimination of problems and to create efficient fixes. Escalate problems and roadblocks as they occur.
  • Provides technical support for standard and proprietary desktop software. Relate to a diverse group of people, including technical and development personnel, senior management, business customers, and vendors with courtesy and in a constructive, professional manner.
  • Coordinates with peer teams to accomplish assigned tasks. Interacts with team members and peers to provide routine information related to assigned tasks.
  • Documents client problems, initiates referrals and records resolutions within department database software.

Qualification and Experience:
  • Associate’s Degree or Higher in Computer Science or Information Technology OR a High School Diploma/GED and at least 1 year of experience in an IT customer-facing and/or technical support role.
  • Willingness to work hours of support that may require weekend, holiday and/ or off-hours shift coverage.
  • Willing to travel up to 10% of the time for business purposes (within state and out of state).
  • Bachelor's Degree in Computer Science, Information Technology, Mathematics.
  • Experience identifying and solving technical issues.
  • Experience working within defined timeframes to complete work.
  • Client-facing experience.

Company Profile:

Salary: Not disclosed

Industry: IT / Software

Functional Area: Marketing

Role Category: Others

Employment Type: Full time