What are the responsibilities and job description for the Technical Support Associate position at Regional Warehouse and Logistics?
- Role Summary/Key Objectives:
The mission of the Global Desktop Support (GDS) organization is to provide desktop support to our colleagues throughout the United States across both physical offices and a remote workforce while delivering the best possible experience to our colleagues. We are looking for a Technical Support Associate Analyst to join the Deskside Support Services (DSS) team. You will be responsible for ensuring an outstanding level of customer service and possess advanced technical knowledge. This position will install, configure, troubleshoot, and repair computer workstations while monitoring performance, diagnosing and resolving problems. You will provide accurate, timely and creative solutions to customer's computer and network problems while adhering to standard Technology practices and techniques.
Specific areas of responsibility are:
Technical Assistance & Innovation
- Provide basic colleague technical support including but not limited to:
Computer hardware diagnostic, troubleshooting, configuration, and refresh.
Software installation and troubleshooting.
Voice and video network diagnostic and repair.
Mobile device configuration, training, and diagnosis.
Recovery testing to confirm availability of systems where outages have occurred.
- Manage basic ticket workflows including but not limited to:
Escalating unresolved issues in a timely manner.
Maintaining and tracking inventory of hardware in the appropriate systems.
Documenting and tracking status of colleague inquiries, coordinating appropriate response.
Proactively setting expectations with colleagues.
Following up to ensure colleague satisfaction.
- Provide proactive support, maintenance, and innovation including but not limited to:
Implementing approved operating system enhancements.
Recommending system modifications to reduce colleague problems.
Interacting with other support groups to restore service and /or identify and correct colleague computing problems.
Identifying process improvement opportunities and supporting continuous improvement initiatives under direction of your supervisor.
- Perform other duties and responsibilities, as assigned.
Customer service & leadership
- Delivers exceptional customer service.
- Alert's colleagues and team members when a major problem is suspected.
Qualifications:
- Strong knowledge of the following is preferred.
Microsoft operating systems and Microsoft Office.
Apple hardware and operating systems.
Networking switches and data networks.
IP telecommunications systems.
Audio Visual Systems.
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Job Type: Full-time
Pay: $23.00 per hour
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Hardware , Software, Printers: 2 years (Preferred)
- Deskside support: 2 years (Preferred)
License/Certification:
- CompTIA A (Preferred)
Work Location: In person
Salary : $23
