Customer Tech Suppt Tech

Job Location:

30 Corporate Woods, Brighton, New York, United States of America, 14623

Opening:
Worker Subtype:
Regular Time Type:
Full time Scheduled Weekly

Hours:

40 Department: 900084 ISD Customer Service Business

Work Shift:

UR - Day (United States of America) Range: UR URG 105 H Compensation Range: $19.96 - $27.94

• Provides first level technical support for end‑user computing devices, including desktops, laptops and mobile devices.
• Troubleshoots and resolves end‑user device issues, either in person or remotely, and assists with setup, configuration and maintenance of endpoint devices, escalating as needed.
• Acts as primary point of contact for end‑users in resolving device‑related OS, connectivity or application issues.
• Responds to customer requests received via the Service Desk or directly from end‑users, based on urgency and established service levels.
• Troubleshoots and resolves device‑related OS, connectivity or application issues.
• Assists with setup, configuration, and maintenance of endpoint devices.
• Utilizes technical expertise to diagnose and resolve problems related to client technologies.
• Proactively identifies issues that can be handled before a ticket is submitted.
• Gathers feedback and addresses or brings to management.
• Participates in project implementations by completing assigned tasks, providing appropriate communication to project managers and keeping track of progress, reporting back to project manager.
• Maintains constant communication with team to ensure coverage of all calls.
• Ensures all sites are covered and relocates to other sites to provide coverage as needed.
• Assists with testing and deployment of new and replacement systems, printers and other peripherals, ensuring customer satisfaction, accuracy, timeliness, and priority are all met.
• Conducts 1:1 training with customers on the use of hardware and applications.
• Keeps abreast of current desktop and LAN technologies through continuing education, journal review, web searches, and formal seminar opportunities.
• Maintains working knowledge of wide range of applications and technologies.
• Other duties as assigned.

High School diploma or equivalent and 1 year of relevant experience required. Or equivalent combination of education and experience.

• Ability to travel between work sites.
• Flexibility to work shifts necessary to accommodate 24/7/365 coverage, which may include nights, weekends and holidays.
• Exception customer service skills required.
• Strong communication skills required.
• Logical thinker with good problem‑solving skills required.
• Knowledge of current operating systems for PCs preferred.
• Proficient in hardware break/fix and troubleshooting preferred.
• Knowledge of Mac computers, handhelds and other peripheral devices preferred.

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This commitment extends to non‑discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.