JOB SUMMARY:

The Technology Support Associate/Analyst is responsible for first level interaction with our business customers. Responsible for troubleshooting and resolving issues found within end user hardware and software computing environments in a timely and courteous manner. Responsible for owning the customer experience from beginning to end, including responding to the end user from multiple channels, documenting issue resolution, and following escalation procedures.

REQUIRED SKILLS:

• Ability to learn and obtain new knowledge on technical processes and procedures.
• Ability to use available resources to research an issue to provide a resolution.
• Good organizational skills with the ability to multitask.
• Good customer service skills.
• Ability to work within a cohesive team environment.
• Ability to adapt well to a fast-moving environment.

MINIMUM EDUCATION AND EXPERIENCE:

• Some College or Technical School preferred or equivalent related experience.
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role.
• Hands-on experience with Windows/Linux/Mac OS environments.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and troubleshoot basic technical issues.
• Familiarity with remote desktop applications and help desk software.
• Excellent problem-solving and communication skills.
  

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Work Authorization: Applicants must be authorized to work in the US on a full-time basis. Unfortunately, a current or future need for sponsorship is not supported or available for this position.

PRIMARY RESPONSIBILITIES:

• Performs troubleshooting and problem resolution support for BTS.
• Responsible for providing professional, courteous, and consistent customer service to business customers.
• Responsible for installing, maintaining, and troubleshooting end user hardware, personal computer operating systems, mobile devices, and application software.
• Responsible for installing, maintaining, and troubleshooting document solutions, such as copiers, fax machines, and printers.
• Responsible for supporting iPad devices for field agents.
• Responsible for after-hours support, following the on-call rotation policy.
• Support customers via multiple channels – Phone, Walk-up (Tech bar), chat, email, & portal submitted incidents & requests.
• Escalate customer inquiries to Tier 2, Team Lead, Manager and/or Sr.
• Contribute to the creation and updating of user manuals and guidelines.

OTHER RESPONSIBILITIES:

• Assist in maintaining hardware and software inventory.
• Documents and communicates standard policies and procedures as defined by management.
• Meet or exceed defined Service Level Agreements.
• Provides technical coaching to customers.
• Possible light travel to support remote offices.
• Other duties and responsibilities as assigned.