What are the responsibilities and job description for the Customer Support Technician position at Black Fox?
About the Role:
Black Fox is seeking a highly skilled Customer Support Technician to join our dynamic team. As a Customer Support Technician, you will be responsible for software and hardware support of workstation and networking devices, providing technical advice, guidance and informal training to customers using hardware and software programs, and troubleshooting and restoring routine technical service and equipment problems for our client.
Key Responsibilities:
Benefits:
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Black Fox is seeking a highly skilled Customer Support Technician to join our dynamic team. As a Customer Support Technician, you will be responsible for software and hardware support of workstation and networking devices, providing technical advice, guidance and informal training to customers using hardware and software programs, and troubleshooting and restoring routine technical service and equipment problems for our client.
Key Responsibilities:
- Monitors Service Desk queue and resolves support tickets as assigned
- Identify, analyze and resolve problems and issues through the use of troubleshooting tools and techniques
- Provides high level of customer service by providing status and information to the customer
- Assigns service desk tickets to the appropriate technician or group for proper resolution and ensures all Service Level Agreements are met in a timely manner
- Installs, configures and provides user support of personal computers and peripheral equipment to include software installation and upgrades, patches and advanced technical support within specified time frame
- Provides hardware and software technical training and professional development for other Technicians as needed or assigned
- Oversees, coordinates, and/or participates in projects like the Personal Computer Replacement Project, Memory Upgrade Project, Operating System Upgrade Project, etc
- Provides support for software applications such as Microsoft Operating Systems, Microsoft Office Suite, various off the shelf and Department developed applications, as needed or assigned
- Generates and maintains detailed technical documentation including software installation guidelines, troubleshooting processes, etc
- Provides Audio Visual (AV) and Video Conference (VC) support as assigned
- Recommends procedures and controls for problem prevention
- Maintains knowledge database and call tracking database to enhance quality of problem resolutions
- A Bachelor’s Degree in Computer Science, Information Systems, or another related field
- At least 2 to 4 years of IT experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/ troubleshooting skills
- Experience with Microsoft t Operating Systems and Microsoft Office Suite
Benefits:
- Health Benefits (Medical, Dental, Vision and Hearing)
- Retirement Benefits (401k)
- Paid Time Off (For Qualifying Members
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