PC Support Specialist at Dollar General

Goodlettsville, Tennessee, United States -

Full Time

Start Date

Immediate

Expiry Date

27 Jun, 26

Salary

0.0

Posted On

29 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Troubleshooting, Incident Tracking, Knowledge Base Creation, Onboarding, Offboarding, Asset Management, Hardware Maintenance, TCP/IP Networking, Active Directory, Remote Support Tools, Microsoft Office, Customer Service, MacOS Support, PowerShell, Office 365

Industry

Retail

Description

Company Overview Responsible for providing high-level technical support by troubleshooting complex issues and resolving escalated problems. Assist in streamlining processes and identifying areas for improvement. Assists in identifying potential risks and vulnerabilities, to help prevent issues before they arise or escalate. Job Details Duties & Responsibilities: Incident Tracking and Resolution: Take full ownership of technical issues from initial diagnosis through resolution. Monitor and track incidents to ensure timely and efficient resolution, escalating unresolved incidents to appropriate stakeholders as necessary to maintain service levels. 60% Analysis and Knowledge Sharing: Analyzing ticket trends and proactively identify patterns for the creation of knowledge base articles for use by Support teams. 15% Facilitate Employee Onboarding and Offboarding: Work closely with new employees to ensure smooth onboarding processes, as well as efficiently manage offboarding procedures to maintain security, operational integrity, and asset recovery. 10% Manage and Maintain IT Assets: Administer updates, and upgrades of computer equipment including PCs, Macs, printers, mobile devices, to ensure optimal functionality and performance. Perform hardware maintenance tasks including refresh cycles, laptop provisioning, and rebuilds, including warranty claims. 5 Exemplify Professionalism and Quality Service: Demonstrate professionalism, delivering high-quality service with a proactive and solution-oriented approach with internal stakeholders, external customers, and vendors. 5% Mobility and Flexibility: Ability to travel as required, and can lift and move equipment weighing up to 50 lbs. 5% Knowledge, Skills and Abilities (KSAs): Working knowledge of TCP/IP networking and related services (i.e., DNS, SMTP, DHCP, etc.) Active Directory user and group concepts, management, and administration. Experience working in a corporate environment directly supporting end users. Exceptional oral and written communication skills. Comfortable with providing support to remote users, including leveraging remote support tools. Strong conceptual knowledge of software and hardware configurations and software applications. Knowledge on the use and configuration of Microsoft Office for PC. Ability to be a team player and be customer service driven. Attention to detail and follow-up with user community. Qualifications Work Experience &/or Education: Associate degree in Computer Science. Network +, ITIL certification, A+ certification or Microsoft fundamental certifications. Minimum 3-5 years of experience in setup, configuration, troubleshooting of desktop, notebook, mobile hardware, and software (Windows/iOS/Android). Education can offset experience requirement. Experience supporting MacOS devices is required. Experience in automation and scripting: PowerShell, VBScript, batch, etc., a plus but not required. High level of experience supporting Microsoft Office 365 productivity tools, including the Office suite, Microsoft OneDrive and Microsoft Teams. Experience supporting Audio Visual equipment is a plus, but not required.

Responsibilities

The specialist is responsible for providing high-level technical support by troubleshooting complex issues, resolving escalated problems, and taking full ownership of incidents from diagnosis through resolution. A significant portion of the role involves analyzing ticket trends to proactively create knowledge base articles for support teams.