Desktop and Mobile Device Support Technician

Job Overview
A Desktop and Mobile Device Support Technician will act as the first contact of customer service for corporate and small business end users needing technical and configuration assistance with various desktop, web, and software applications. The Desktop and Mobile Device Support Technician will communicate with end users via phone, screen-sharing, chat, and email. The Desktop and Mobile Device Support Technician will perform in-person support as needed. They will also be responsible for general hardware troubleshooting including laptop/desktop computers, mouse and keyboard sets, monitors, and network printer’s connectivity issues. Troubleshooting with Microsoft Office Suite of applications (such as Outlook, Excel, etc.) and Office 365, imaging PCs, helping with password resets are some of the tasks that the Desktop and Mobile Device Support Technician will perform to provide excellent customer service while pleasantly communicating with end users. They must maintain accurate records documenting issues and resolutions, while following standard support procedures. Other duties may be assigned as needed.

Duties/Responsibilities:

· Assessing and prioritizing support requests.

· Reset passwords, troubleshoot browser issues, and imaging computers.

· Troubleshoot Macs and PCs (both laptop and desktop), tablets and other wireless devices including iPhone, iPad, Android devices, netbooks, etc.

· Troubleshoot general office equipment such as telephone, copy/fax machines, and printers.

· Assist end users by answering questions and providing support in a courteous and timely manner.

Required Skills/Abilities:

· Experience supporting Microsoft Office Suite applications.

· Experience with MobileFrame mobile application development.

· Microsoft Access and/or SQL experience.

· Web development experience in JavaScript, HTML, ColdFusion, PHP, etc.

· Configuring email accounts and removing malware.

· Experience in resolving network connectivity issues.

· Excellent verbal and written (email) communication skills.

· Customer service oriented.

· Ability to coordinate with end users, analyze, observe, and make correct decisions to accurately resolve their issue.

· Consistent work schedule but also have flexibility as needed (work weekends as needed)

· Excellent organizational skills and attention to detail.

· Must be able to produce and maintain accurate records of tasks performed while troubleshooting.

· Excellent time management skills with a proven ability to meet deadlines.

· Ability to function well in a high-paced and at times stressful environment.

· Some local and overnight travel required.

· Previous experience in retail or grocery preferred.

Education and Experience:

· Associate's degree or equivalent certifications from two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.

Computer Skills:

· To perform this job successfully, an individual should have knowledge of computer software, operating systems, hardware, and networking; software as service protocols, video conferencing, and internet (web-based) services.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Specific vision abilities required by this job include Close vision and Distance vision. To perform the duties of this job, the employee is frequently required to stand, walk, talk, and hear. The employee is frequently required to use hands to finger, feel, handle, and reach with their arms. The employee is required to climb up to 20 feet, stoop for short periods of time, and balance. The employee must be able to consistently and frequently lift up to 50 lbs.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift

Ability to Relocate:

• Bessemer, AL 35020: Relocate before starting work (Required)

Work Location: In person