End User Support Technician

** End User Support Technician I*
* *
* Location:

** Tucson

*
* Employment Type:

** Full Time

** Reporting to:
** Manager End User Support

** ABOUT US*
* At Alorica, we only do one thing - make lives better, one interaction at a time. We're a global leader in customer service and experience, serving the world's biggest brands with tens of thousands of employees in hundreds of locations around the globe.

We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges-and we do it better than anyone else. 

As a Top Place to Work, we're serious about creating an environment where people show up as their genuine selves. Which means when you succeed, we all do. 

** HERE'S WHAT THE JOB REALLY LOOKS LIKE*
* Provides first-line entry level basic to moderate complexity support for IT issues within a call center site. It will involve troubleshooting of IT hardware and software in the site and troubleshooting for other service lines. This job will require the technician to physically move or rack devices in the site. There will be after hours on-call rotational support needed as well.

** HOW YOU'LL MAKE AN IMPACT*
* - Basic to moderate skill level troubleshooting of IT hardware within the site

- Basic to moderate skill level troubleshooting of software used within the site

- Compliance to all required security, patching and antivirus updates

- Adherence to documented processes & procedures

- After hours support will be needed to support outages, changes, and project work

- Physical movement of devices is required

- Escort of vendors & facilities contractors entering IT-only areas 

** WHAT YOU'LL ACTUALLY DO*
* - Must be able to troubleshoot basic to moderately complex IT issues with PCs, laptops, monitors, keyboards, mice, phones, printers

- Must be able to provide hands and feet support for other service lines and provide technical information back to network, server and voice teams (such as ping, tracert, cable tracing, device status)

- Must be able to image PCs using SCCM tool

- Must be able to troubleshoot basic to moderately complex software issues within the site

- Must have an understanding of how to use and troubleshoot Office 365, Service Now, SCCM, Active Directory, Windows 10

- Must ensure all PCs and laptops remain compliant with security, patch and antivirus updates

- Must respond to and complete IT help ticket in a timely manner and escalate more complex issues to Sr Associate, Tech Lead or Supervisor

- Must be able to follow documented processes and procedures, but make suggestions for improvement if better ideas come to mind

- Must complete site health checks as required

- Must keep the EUS SharePoint site & other documentation updated

- After hours/weekend/holiday support will be required for on call rotation, change request support and project request support

- Physical movement of PCs, monitors, phones will be required, as will receiving and racking network, server and voice devices

- Must occasionally escort vendors or facilities into IT-only rooms 

 - Complies with established policies and standards to ensure that access to company information and system resources, in any medium or format, is limited to authorized personnel.

** WHAT'LL SET YOU UP FOR SUCCESS*
* - Associate's Degree or equivalent experience/Certifications within area related to job function

- 2-3 years of related experience

- Must possess excellent customer service skills

- Must possess good communication skills - speak and write articulately

- Must be professional in the event of an executive or client visit

- Must be able to judge & communicate potential risks or issues as they arise - see something, say something

- Must have a teamwork attitude

- Must partner with other departments to establish a positive work environment

- Must be able to work under pressure and adapt - short deadlines, late requests, new requirements

- Must be able to accept and adapt to rapid change in the IT environment

- Act with ownership, accountability, honesty and urgency

** WHY ALORICA? *
* Our culture…