Support Center Representative I (Onsite)
- Answer calls and respond to tickets and emails
- Quickly and accurately determine incident scope and impact.
- Provide support and resolve problems to the end users satisfaction
- Monitor and respond quickly and effectively to requests received through the Support Center via Call, ticket or email
- Monitor tickets assigned to the queue and process first-in first-out based on priority
- Troubleshoot issues with end-users and work toward first call resolution
- Deliver high quality assistance to on-site and remote personnel
- Utilize and maintain the Support Center tracking software by maintain issues in the system from first contact with end user including responsibility for call ownership
- Document all information according to standard operating procedures
- Install, test and configure new workstations, peripheral equipment and software
- Maintain inventory of all equipment, software and software licenses
- Manage PC / Laptop setup and deployment for new employees using standard hardware, images and software
- Setup new employees / consultants / Vendors information into Active Directory
- Assign users and computers to proper groups in Active Directory
- Perform timely workstation hardware and software upgrades / break fix as required
- Identify and Escalate problems as required to support teams.
- Act as a liaison between customers and technical escalation teams.
- Update the internal knowledgebase with issue resolution details
- Support computers, laptops, tablets, smart phones and applications
- Assist users in detecting and removing viruses, spy ware, and other malicious software
- High School diploma or equivalent
- 2 years of related work experience
- Knowledgeable on Windows operating systems & Office suite, Citrix, VPN access, printer & copier configuration
- Promote positive work habits including effective and timely communication, teamwork and respect for co-workers.
- Provide constructive guidance to other employees and representatives of third parties.
- Contribute to providing the highest quality of products and services to customers.
#LI-ONSITE
#LI-CS1
#NDHP
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