What are the responsibilities and job description for the Customer Support Technician position at Solutions Management Group?
Company History:
To put it simply, we are a customer service company that happens to sell office solutions. In 1995, we started as a Xerox agency called Midwest Document Systems Inc. As we started to expand into other solutions beyond Xerox, we wanted to change our name to reflect all the technology solutions we offered. Just a few years later, Solutions Management Group was born.
Since our beginning, we have been delivering complete office solutions to our clients backed by the highest quality technology vendors in the industry. We partner with companies such as Ricoh, Xerox, Extron, HP, Dell, Lenovo, DocuWare, Print Audit, Papercut and Rouse Consulting.
While we are a locally owned company headquartered in Davenport, Iowa, we have been recognized as a leader by global organizations. We offer a full suite of services including technology lifecycle management, print and document solutions, workflow automation, integrated support, and structured cabling. Our unparalleled office solutions are trusted by clients across various industries including healthcare, retail, insurance, financial services, hospitality, government, automotive, manufacturing, agriculture, and education. We help our clients discover the best practices to approach their problems.
We believe that each employee contributes to Solutions Management Group’s growth and success. We hope you will take pride in being a member of our team.
Job Purpose
The Customer Support Technician provides direct support of computers, peripheral equipment, software, and converged educational technology through the Customer Support Services Team (CSS) at North Iowa Area Central Community College. This includes all equipment from the network’s edge to the end user and encompasses a wide range of computer and audio/visual peripherals including, but not limited to, projectors, displays, document cameras, audio amplification, and similar equipment. The position provides operational support and incident resolution for both individual components and systems and works closely with end-users to solve both technical and operational problems.
The Customer Support Technician will document solutions and work closely with the Customer Services Support Team, the Service Desk, and the System Administrators to efficiently resolve issues.
Primary Job Responsibilities
- Provides excellent customer service to all North Iowa Area Central Community College staff and students
- Install, support, and repair College computers, peripherals, software, and educational technology equipment
- Interfaces effectively, efficiently, and professionally with end users to resolve issues related to effective use of technology
- Travels to on-campus and off-campus facilities for installation, demonstration, maintenance and repair of equipment
- Observes and report equipment performance deficiencies
- Promotes self-service and coaches end users to use self-service when remote or desk-side visit could have been avoided
- Provides ongoing operational training to end-users with hands-on training and/or writing technical support documentation for installed classroom systems.
- Provides set-up, operation, and teardown of AV support for miscellaneous college events
Qualifications
- Employee must be able to execute strong customer service skills
- Associates Degree or Certificate/Diploma in computer science or a related field
- One to three years of recognized success in Desktop Support, Audio/Visual Support, educational technology, or a related field
- Computer knowledge: Microsoft Word, PowerPoint and Excel, MAC operating system, and Adobe Flash Media Live
Preferred Education/Experience
- Comp TIA A Certification
- InfoComm CTS Certified Technology Specialist
- Three to Five years of recognized success in Desktop Support, Audio/Visual Support, or a related field
- Experience supporting Higher Education
- Valid driver’s license
Benefits
* Health, Dental, and Vision insurance
*Company paid STD/LTD Insurance for employee
*Company paid Life Insurance $10,000.00 policy for employee
*Section 125 Flex Spending Account
* 401(K) Retirement Plan and 401(k) match
* Paid Time Off (Vacation, PTO and Holidays)
*Paid Volunteer Time
*Employee Assistance Program
Solutions Management Group is an Equal Opportunity Employer
