Job Description

The technician will be responsible for initial contact with customers and will identify, research, and resolve technical issues relating to the customer’s computer hardware, software, printers, and other peripheral devices. Resolution can be in the form of desk visits, on-site computer repair, remote control, or documented instructions via e-mail or telephone. The technician must document every step of the resolution in the ITSM software system. This is a fast-paced work environment which will require a positive attitude, organizational and planning skills, multi-tasking, and the ability to maintain emotional control during stressful situations.

RESPONSIBILITES AND DUTIES:

• The Global Systems Support Technician will be the primary day-to-day contact person for all internal and external customers.
  • Mobile Phone Support – Including procurement, configuring or assisting employees to configure, and troubleshooting issues.
• Respond to questions that arrive via IT Help Ticket, phone, voice mail, email and sometimes in person. All inquiries must have an incident created in the ITSM system for tracking and reporting purposes. All technicians are required to document all the steps that were taken to troubleshoot the issue.
• Creating documentation for knowledge articles or training documentation.
• Resolve username and password problems, uninstalling/re-installing basic software applications and verification of proper hardware and software setup
• Must have basic knowledge of hardware imaging processes.
• New hire setup to include user account creation, laptop set up and mobile phone setup.
• Call hardware vendor to coordinate laptop repairs for warranty claim services.
• Collaborate with Tier 2 support on recurring issues.
• Follow and maintain procedures and policies to ensure the security and integrity of systems, networks, and resources.
• Assist in the on-going process of improving customer satisfaction and knowledge sharing.
• Continually develop and maintain technical skills through education and research to ensure high quality levels of technical support for the customers.
• Assist other members and functions of the Information Technology department as required

ADDITIONAL RESPONSIBILITIES MAY INCLUDE:

• GSS Technicians may be asked to be available for off-hours support for planned projects, moves, ads and changes.
• This role may have project responsibilities, including the support of new hardware, software, operating systems, management systems or application pilots.
• Technicians are expected to collaborate with peers to develop best practices and foster the continuous improvement of IT service and support.

QUALIFICATIONS:

• Customer focused with outstanding customer service skills
• Ability to provide excellent computer support
• Excellent analytical skills and documentation
• Strong troubleshooting and problem-solving skills
• Excellent written and verbal communication skills
• Ability to work in a fast-paced, dynamic environment
• Ability to work independently with a high degree of accountability
• Ability to work effectively in a team environment
• Familiarity with Microsoft products