Associate, Technology

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.

Pathstone is committed to creating a diverse environment and is proud to be an equal opportunity employer.