Technical Support Representative

Job Type : Full time, Contract to Hire

Pay : $21 / hr

Location : Schnecksville, PA

Shift : Day, 8 : 00 AM - 5 : 00 PM

The Technical Support Representative will provide technical assistance and answers to users’ questions, assisting users by troubleshooting problems with computer hardware or software.

Duties / Responsibilities :

• Identifies, investigates, and resolves users’ problems with computer software and hardware.
• Fields support calls, chat, email, and / or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
• Manages computer equipment inventory, replacement cycle and related associate computer records.
• Installs, modifies, and makes minor repairs to computer hardware and software systems.
• Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
• Maintains system functionality by testing computer components.
• Helps design and implement networks.
• Consults with users to determine appropriate hardware and software needs and assists in placing orders.
• Maximizes computer systems capabilities by studying technical applications and making recommendations.
• Assist in testing compatibility of new programs with existing ones.
• Gathers data to identify and evaluate technical purchasing options.
• Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
• Assist in the evaluation of vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
• Assist Systems Analyst in larger technology related projects
• Installs software and necessary applications for workflow.
• Trains users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
• Maintains system capability by testing computer components.
• Carries out software, network, and database performance tuning.
• Documents hardware and software updates.
• Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
• Prepares reference material for users by drafting operation instructions
• Consults with users to determine steps and procedures taken to identify and resolve the problem.
• Applies knowledge of computer software, hardware, and procedures to solve problems.
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and / or following verbal instructions.
• Collaborates with other staff to research and resolve problems.
• Collaborates with programmers to explain errors and / or recommend modifications in programs.
• Arranges service by software or hardware vendors to repair or replace defective products.
• Maintains knowledge of technology innovations and trends.
• Perform other duties as assigned.

Education and Experience :

Knowledge, Skills and Abilities :

Salary : $21