Technical Support Specialist I

at  AvidXchange Inc

WHAT WE ARE LOOKING FOR:

• Minimum of 1-year of experience in a relevant technical support role.
• Associates Degree in Information Technology or combination of education and applicable work experience.
• Experience with Microsoft Windows 7/8/10 & Apple OS.
• Proficiency with Microsoft Office 365.
• Working knowledge of computer imaging technologies.
• Strong communication and customer service skills, both oral and written.
• Strong desktop support and phone support skills.
• Minimum of 1-year IT customer service/support experience.

PREFERRED EXPERIENCE, QUALIFICATIONS, AND SKILLS

• Experience with NetSuite ERP and Salesforce CRM.
• CompTIA A+ certification.
• Experience with IT ticketing systems such as ServiceNow.
• Basic network knowledge - TCP/IP, Switches, Firewalls and Wireless technology.
• Experience with tablet and smartphones technologies including Apple iOS.
• Typically requires a University Degree or equivalent experience and less than 2 years prior relevant experience.

• Provide first point of contact for all support issues.
• Provide support from the IT Service Desk, as well as chat-based end-user support while following documented procedures to resolve technology problems.
• Monitor and respond quickly and effectively to requests received through the ticketing system, email or chat.
• Modify computer configurations, utilities, software default settings, etc.
• Conduct desktop and laptop hardware upgrades and repair.
• Work with vendor support contacts to resolve technical problems with desktop computing equipment, printers and software.
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.
• Contribute to documentation of internal IT procedures and processes.