What are the responsibilities and job description for the PC Support Technician (2979322) position at Tier4 Group?
About the Role
We are seeking a PC Support Technician to join our PC Setup team, responsible for provisioning and deploying end-user computer hardware. This role will provide hands-on technical support for both home office and field users, ensuring seamless technology experiences.
Key Responsibilities
- Deploy and configure PCs, mobile devices, and related hardware/software for end-users.
- Troubleshoot and resolve technical issues related to operating systems, software configurations, and network connectivity.
- Provide multi-channel technical support (e.g., chat, phone, email) in a fast-paced environment, handling multiple requests simultaneously.
- Conduct initial client experience consultations, diagnosing issues and applying technical knowledge to resolve problems efficiently.
- Continuously develop expertise in both field and home office technology, handling increasingly complex technical assignments.
- Identify and suggest process improvements to enhance service quality and efficiency.
- Collaborate with internal teams and technical experts to drive innovation and improve user experience.
- Ensure clear and concise documentation of troubleshooting steps, resolutions, and process enhancements.
- Maintain a professional, customer-focused approach, ensuring a high-quality end-user experience.
Qualifications & Skills
- Education: Associate’s or Bachelor’s degree in Computer Science, MIS, or a related field or equivalent work experience.
- Experience: Minimum 2 years of technical Help Desk or IT support experience.
- Strong troubleshooting skills in PC hardware, mobile devices, operating systems, and software support tools.
- Proficiency in technical problem-solving and issue resolution.
- Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
- Strong customer service orientation, with the ability to build rapport and manage expectations.
- Ability to multi-task and prioritize in a dynamic environment.
- Attention to detail, particularly in documentation and follow-through.
- A team player with a continuous learning mindset, open to feedback and process improvement.
- Self-motivated and reliable, able to meet deadlines and work independently when needed.
Nice-to-Have Skills
- Experience with enterprise IT environments and help desk ticketing systems.
- Familiarity with Epic EMR, Medical Manager, Intergy, or similar software (if applicable).
- Knowledge of ITIL practices and service management principles.
