TECHNICAL SUPPORT ASSOCIATE

SUMMARY:

The Tech Support Associate contributes to the efficient day- to-day operation of the business including duties to support the work of management and other staff.   The Tech Support Associate is required to perform a range of duties including but not limited to the items listed below.  Basic reading, writing and arithmetic skills normally acquired through a high school diploma or equivalent required.  Knowledge of Microsoft Office and telephone protocol required.  Duties require professional verbal and written communications.

Employee shall comply with policies, procedures and processes that support the standards and guidelines for regulatory agencies including but not limited to The Joint Commission, Food and Drug Administration, (FDA), International Organization Standards (ISO) and Federal health care guidelines and the Snap Quality Management System.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1. Stay up-to-date and follow all Quality System procedures related to this job, which can affect the quality of products or services provided to our customers.
2. Identifying hardware and software solutions.
3. Troubleshooting technical issues.
4. Diagnosing and repairing faults.
5. Resolving network issues.
6. Installing and configuring hardware and software.
7. Speaking to customers to quickly get to the root of their problem.
8. Providing timely and accurate customer feedback.
9. Talking customers through a series of actions to resolve a problem.
10. Following up with clients to ensure the problem is resolved.
11. Replacing or repairing the necessary parts.
12. Supporting the roll-out of new applications.
13. Providing support in the form of procedural documentation.
14. Managing multiple cases at one time.
15. Testing and evaluating new technologies.
16. Conducting electrical safety checks on equipment.

QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience  

• Degree in Computer Science or Information Technology.
• Prior experience in tech support, desktop support, or a similar role.
• Proficiency in Windows.

Language Skills

        Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.  

Reasoning Ability

        Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.  

Certificates, Licenses, Registrations (helpful but not mandatory)

        Certifications are advantageous

Other Skills and Abilities

• Strong multi-tasking skills. Ability to complete assigned tasks in the allotted time. Attention to detail and good problem-solving skills.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or listen. The employee is regularly required to work at a keyboard and computer. Specific vision abilities required by this job include close vision and the ability to adjust focus.

The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.

Travel Required:  None

WORK ENVIRONMENT:  The work environment includes a general office environment with relatively low noise.