Tier 2 Technical Support

On-site position located in Lafayette, Indiana

In this role you will:

• Handle technical support issues from clients. Will ensure efficiency and effectiveness in meeting client needs, and maintaining high quality standards.
• Be directly responsible for developing and implementing effective documentation and procedures for the repair or setup processes.
• Ensure that work meets or exceeds established technical goals.
• Be directly responsible for configuration and installation of client workstations.
• Confer with clients to resolve complaints on technical issues.
• Ensure compliance of operations and software with state regulatory requirements, software vendor licensing regulations and established organizational policies/procedures.
• Be on-call 24/7 for technical problems related to customer and/or internal problems. There is an On-Call rotation between technicians.
• Prepare and maintain written operations manual(s) as pertains to the technical support.
• Complete one (1) blog entry every two weeks for web site.
• Maintain regular attendance and punctuality is an essential function of this position. Must be willing to initiate a personal work schedule that meets the needs of the business unit.
• Work cooperatively with other employees to further the mission of the organization and achieve its goals.
• Be able to drive or arrange to independently transport self to and from tech calls or other meetings at client locations.
• Have the capability to receive text messages and company email account on mobile phone.