The Associate in Technology will provide technical assistance and answers to users’ questions, assisting users by troubleshooting problems with computer hardware or software.
ESSENTIAL JOB RESPONSIBILITIES:
- 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, connectivity, printing, and similar concerns.
- Consults with users to determine steps and procedures taken to identify and resolve the problem.
- Applies knowledge of computer software, hardware, and procedures to solve problems.
- 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.
- Assist in setting up and shipping computer hardware to new users.
- 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.
REQUIREMENTS:
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Professional and pleasant telephone manner.
- Ability to explain technical issues to technical and nontechnical employees and customers.
- Strong analytical and problem-solving skills.
- Proficient with Microsoft Office Suite or related software.
- Proficient with or the ability to quickly learn an array of computer hardware and software customer service.
Required Abilities:
· Ability to follow instructions, be a team player, handle stress, meet tight deadlines, demonstrate an upbeat demeanor.
· Must be able to lift at least 15 pounds.
MINIMUM QUALIFICATIONS:
· Education
Bachelor’s degree in Computer Science or related field preferred.
· Work Experience
At least three years of experience in customer technical support highly preferred.