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About the position
The Technical Support Associate will provide essential technical assistance to both employees and customers, focusing on troubleshooting and resolving a variety of computer-related issues. This role is critical in ensuring that users can effectively utilize their software and hardware, thereby maintaining productivity and efficiency within the organization. The Technical Support Associate will be the first point of contact for users experiencing technical difficulties, and will be responsible for guiding them through diagnostic and troubleshooting processes. This may involve using diagnostic tools, following verbal instructions, and providing clear communication to users with varying levels of technical expertise. In addition to resolving user problems, the Technical Support Associate will field support calls, chats, emails, and other forms of communication from users. They will assist with the installation of software and troubleshoot related problems, referring more complex issues to appropriate staff when necessary. Regular communication with other members of the support team is essential to discuss recurring problems and share solutions and best practices. The role also includes setting up or repairing computer hardware and associated devices such as printers and scanners, and coordinating repairs with third-party vendors as needed. The Technical Support Associate will monitor computer and telecommunication systems to improve network performance and perform backup procedures to mitigate the risk of data loss. They will also attend training sessions on new equipment, software, platforms, and other products, and may assist in the development of user manuals and documentation for these products. Maintaining knowledge of technological innovations and trends is crucial for this position, as it enables the associate to provide the best possible support to users. Other related duties may be assigned as necessary, making this a dynamic and engaging role within the organization.
Responsibilities
- Identifies, investigates, and resolves user problems with computer software and hardware.
- Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
- Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
- Assists users with installation of software and troubleshooting of related problems; refers more complicated issues to appropriate staff.
- Communicates regularly with other members of the support team to discuss recurring problems and to share solutions and best practices.
- Sets up or repairs computer hardware and other associated devices such as printers and scanners; arranges some repairs with third party vendors.
- Troubleshoots system failures and identifies roadblocks in the network.
- Sets up new users and gives them appropriate access.
- Monitors computer and telecommunication systems to improve network performance.
- Performs backup procedures to reduce the risk of data loss.
- Attends training sessions on new equipment, software, platforms, and other products; assists with development of user manuals and similar documentation for these products.
- Maintains knowledge of technological innovations and trends.
- Performs other related duties as assigned.
Requirements
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills, especially remotely.
- 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.
- Bachelor's degree in Computer Science or related disciplines preferred.
- At least three years of experience in customer technical support highly preferred.
- System or network administration, VMware, telecommunications knowledge.
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift 15 pounds at times.
Benefits
- Medical, Dental, Vision & More
- Holidays and Vacation Paid Time Off
- Competitive 401(k) + Company Match
- Training & Development
- Advancement Opportunities
