Position Description
Position Summary
The Client Support/HP position is required to analyze and resolve software/hardware technical issues escalated from the Tier 1 Helpdesk cannot resolve. The role is also responsible for provisioning, configuring, and maintenance of any hardware issued to the local companies. Additional duties include new employee setup and helpdesk at the main campus. The position also manages and maintains inventory levels for emergencies at headquarters and normal priority inventory with our third-party provisioning partner.
Accountabilities/Responsibilities
- Handle Tier 2 help desk escalations through ticketing system
- Follow up on outstanding requests and ensure timely resolution
- Install and configure hardware/software as part of on-boarding process
- Support PC, Phones and mobile equipment needs on campus
- Manage and monitor internal assets to ensure accurate inventory records
- Problem solve client computer, smartphone and tablet issues
- Billing, leasing, ordering and evaluation of new equipment
- All other duties as assigned
Competencies for Success
- Analytical and Critical Thinking
- Self-Starter
- Builds Customer Experience
- Communication
- Planning and Organizing
Minimum Qualifications
- Associates Degree in MIS or related field
- Similar work experience, technical skills, or relevant certification may be considered in place of an associate’s degree; must maintain awareness in changing technology
- Knowledge of computer software, operating systems, hardware and networking
- Excellent verbal and written communication skills
- Good problem-solving and critical-thinking skills
- Able to work in a team as well as independently
- Experience in providing professional and courteous customer service
Preferred Qualifications
- Information Technology Support experience
- Basic Billing and Accounts Payable Understanding
- Experience with software as a service (SaaS) and other software hosting protocols
Physical Demands
The physical demands here are representative of those that must be met to successfully perform the essential job functions with or without reasonable accommodations:
- Sitting for extended periods of time
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components
- Lifting and transporting of moderately heavy objects, such as computers and peripherals
- Occasional travel to interact with local companies, regional offices and/or support implementation of solutions
We are committed to inclusion, diversity, and equal employment opportunity, regardless of race, color, ancestry, religion, sex, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status, or any other factor protected by applicable federal, state, or local laws.