The Technical Support Representative will provide Tier II support and maintenance within the organization's desktop computing environment.
The successful candidate will provide professional, prompt customer support within a very demanding and sometimes high pressure environment.
Excellent communications skills is a must. Availability to work after hours and provide on-call support as necessary.
Ensure compliance with corporate initiatives and standardization projects.
Ensure compliance and adherence with hardware and software inventory within Corporate Asset Management System.
Provide Desktop, Laptop, Tablet, and Mobile device support.
Provide Windows 7 and Windows 8.1 OS support.
Thorough understanding of Active Directory.
Experience in maintenance and support of various Video Conference Systems
Provide end user assistance for Microsoft Office 2016/365
Windows Patching and Security Updates are applied.
Documentation of systems/software/procedures/facilities
Prioritize and schedule ticket queue. Escalate problems (when required) to the appropriately experienced technician or management.
Where required, administer and resolve issues with associated end-user workstation networking software products.
Receive and respond to incoming calls, tickets, and/or e-mails regarding users issues.
Test fixes to ensure problem has been adequately resolved.
Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
If necessary, liaise with third-party support on desktop, laptop, and mobile devices with equipment vendors.
Must be a problem solver, able to multi task and think on the go.
Fidelity Information Services