Technical Support Representative

Position: Technical Support Representative 2-3
Description

TEKsystems Enterprise Transportation and Logistics customer is looking to add an experienced support representative to their team due to internal promotion. There are roughly 5 others peers on this team supporting roughly 2500 corporate users. There are 26000 total employees but mainly only support corporate and some of the maintenance environments. Most if not all work comes directly from Service Now ticketing system.

The role will be a mix of everything from Hardware/software support, imaging new pcs, Provisioning access, patches of devices. There is a goal to automate as many processes as possible so experience with Powershell would be a massive plus. This position demands someone with positive energy and emotional IQ. Responsible for supporting the fleet of PC's, laptops, and Thin Client devices including imaging of OS, application sets and peripheral devices.

Works closely with Business Analysts, Software Developers, Systems Integration Team, Security Team, IT Managers, and the business as an integral part of the ITSM support process.

Primary Responsibilities

Address and respond to customer inquiries on technical products and services including installation, operational functions, troubleshooting and maintenance

Provide customers with preventative maintenance and configuration recommendations to improve product usability, performance and customer satisfaction

Maintain system images using currently available imaging tools/techniques

Build/prepare new system images for new hardware rollouts

Reimage system with hardware failures

Handle warranty and non-warranty parts replacements

Maintain record of all repairs, shipping and equipment information in Service Desk ticketing solution

Provide 3rd level technical support

Diagnose and repair Windows Desktop software. Install software as required

Scan for and remediate security vulnerabilities

Recommend proven vulnerability remediations for application to broader audience

Maintain asset list of recycled inventory

Provide updates to leadership on treads and/or recurring issues with hardware and software

Job Qualifications

Education:

- High School Diploma or equivalent

Experience:

- 3-5 + years of experience providing technical support

- Knowledge of all major computer brands, their warranty processes and replacement policies

- Knowledge of software, technologies, and applications

- Excellent verbal and written communication skills

- Strong interpersonal skills

Physical Demands

The physical demands described here are representative of those that must be met by an employee to

successfully perform the essential functions of this job. Reasonable accommodations may be made to

enable individuals with disabilities to perform the essential functions.

- Ability to sit for long periods of time in front of a computer

- Ability to talk on and hear the telephone

- Must be able to read, write and speak English

- Must be able to lift and move equipment weighing up to 50 lbs.

- Occasional work in cold areas of the building

Work Environment

General office environment where the noise level is usually low. No travel required.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include

Skills

Technical support, Troubleshooting, Customer service

Top Skills Details

Technical support,Troubleshooting,Customer service

Additional

Skills & Qualifications

Initiative

Experience Level

Intermediate Level

Job Type & Location

This is a Contract to Hire position based out of Thomasville, NC.

Pay and Benefits

The pay range for this position is $20.00 - $23.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:  - Medical, dental & vision
- Critical Illness, Accident, and Hospital  - 401(k) Retirement Plan
- Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)  - Short and long-term disability
- Health Spending Account (HSA)  - Transportation benefits
-…