Job Description

• Responds to and diagnoses service issues through discussions with users and is responsible for leveraging resources across all levels of the organization
• Provide technical support to the user devices (Laptops, PC’s, printers).
• Provide technical support to the shop floor devices (PC’s, handhelds, label printers, printers).
• Provide support to critical meetings.
• Responsible for the good deployment of the IT standards on hardware, software and processes.

IV. RESPONSIBILITIES

• Follows procedures in documenting customer issues, troubleshooting steps and resolution in the call tracking tool
• Diagnoses customer issues and assigns appropriate support, if outside scope of support
• Resolves issues and / or ensures resolution of issues
• Installs and maintains hardware and software
• Works with next level of support for the resolution of issues
• Conveys customers’ perspective to project teams responsible for newly implemented products and existing product enhancements.

V. REQUIREMENTS

Education

Associates or Bachelor’s Degree preferred in a business / technical discipline, related vocational training, or related certification program or equivalent experience of 5-7 years related professional experience

Experience

• 1-3 years related professional experience
• Experience working on Windows 7, Windows 10 based devices
• Experience working with Office tools
• Knowledge on handhelds
• Experience supporting Engineering software (AutoCAD, Mechanical Desktop, etc.)

Language Skills

English (fluency in reading, writing and speaking)

Certifications

CompTIA A (Preferred)

Additional skills

• Excellent interpersonal relationship
• Understanding in the support to Executive
• Ability to monitor workload and prioritize call tickets
• Installing and maintaining customer equipment and / or software
• Troubleshooting customer problems at customer’s desk
• Diagnosing, resolving and / or escalating problems
• Interfacing with other groups to resolve problems and close issues
• Assisting in data gathering and problem analyses
• Performing the most advanced level of troubleshooting
• Training / mentoring other associates and / or customers

VII . CORE COMPETENCIES

• Excellent customer service skills
• Excellent troubleshooting and problem solving skills
• Excellent disposition to work with standards and follow processes
• Ability to effectively relate technical information to non-technical users
• Effective team player
• Excellent oral and written communication skills
• Work with problems of moderate scope and complexity where analysis of the data requires an evaluation of identifiable factors in situations that may present some new material
• Exercises judgment within broadly defined practices and procedures. Most answers are available, but confers with manager in the event they are not available.

Position Type

Reg. Full Time Benefitted

Hiring in the following location(s) :

Danville, KY

Scheduled Work Days

per client

Scheduled Work Hours

direction

Last updated : 2024-05-25