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Support Technician

JCO Workforce Solutions Tempe , AZ 85280

Posted 4 days ago

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Responsibilities Include

  • Will be representing the company and be available to customers requiring technical assistance.

  • Respond to questions from customers through phone calls, chat, email, & esupport cases.

  • Document call details & complete service request creation in the call tracking system.

  • Ensure proper call categorization & routing, following escalation procedures as needed.

  • Troubleshoot issues, working from existing knowledge database, & perform additional research as required.

  • Ensure symptoms of problems & resolutions steps are documented in knowledge articles.

  • Communicate new knowledge articles, SOPs, & procedures to teammates & other stakeholders.

  • Enforce information security & computer systems policies & safe practices.

  • Provide end user training on such topics as system logins, printing, & MS Office applications.

  • Interface with other IT teams on project assignments & problem escalation.

  • Develop technical documentation for training, best practices, software usage, & hardware utilization.

  • Perform user administration tasks (e.g., Active Directory, Exchange, Office 365, in-house apps).

  • Participate in software distribution & ongoing upgrade initiatives.

  • Participate in internal team projects & deliver within committed timeframes.

  • Support those operating both in-office & remotely from home & other environments not on the corporate network.

    • Skills/Abilities

  • Friendly outgoing & helpful attitude with excellent interpersonal skills & the ability to work well with others.

  • Ability to provide technical support over the phone, exhibit a professional demeanor & demonstrate excellent customer service skills.

  • Experience detecting, troubleshooting, & providing solutions to low-to-moderately complex problems.

  • Ability to handle constantly changing support volume: self-pace project work during lower call volume periods & multitask effectively during busy times.

  • Exercise patience & professionalism during stressful situations.

  • Proven ability to work effectively without direct supervision.

  • Ability to acquire knowledge of supported software through research of dispatched cases & self-study.

  • Willingness to be flexible with assigned work schedule, including weekends, early, & closing shifts.

  • Excellent verbal & written communication skills.

  • Ability to thrive & effectively cooperate with teammates in a primarily remote environment using collaboration & productivity tools such as MS Teams.

    • Educational Requirements & Experience

  • Experience equivalent to an associate degree in computer information systems.

  • Basic working knowledge of current Windows OS & Microsoft Office applications.

  • Experience troubleshooting & supporting client workstations.

  • Familiarity with smartphone & tablet support.

  • Apple/Mac familiarity is highly desirable.

  • Corporate level help desk/call tracking software exposure is strongly preferred.

  • Proficiency in either Spanish
    • is desirable.

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