ACS/Workstation Technical Support Representative

Join HP onsite in Rio Rancho, NM and take on complex technical support work that directly helps customers keep their systems running. This full-time role supports ACS/Workstation environments, with an hourly pay range of $24 to $34. You will handle intricate hardware and software issues independently, contribute to process improvements, and mentor lower-level support roles while working with teams across the organization.

What you’ll do

• Independently address complex customer issues while following established protocols.
• Resolve difficult and complex technical problems across hardware and software through customer interactions and proactive notification systems.
• Provide comprehensive responses about services, products, and technical matters, including features, specifications, and repair guidance for both current and obsolete components and options, aligned with customer entitlements such as mission-critical warranty coverage.
• Guide customers proactively to mitigate or help prevent problem recurrence, and support initiatives focused on process and quality improvements.
• Build and maintain trusted relationships with customer accounts across a range of technical users.
• Perform root cause analysis on outages and trends to deliver timely, effective resolutions and feedback.
• Coordinate departmental work, identify improvement opportunities, and ensure effective business controls to streamline processes.
• Lead and assign responsibilities for complex requests, apply innovative concepts, and implement changes that improve operational workflows.
• Proactively monitor and troubleshoot complex problems, collaborating with exempt-level employees to develop recommendations.
• Analyze tasks and collaborate with internal partners to provide mentoring and guidance to lower-level roles to support stronger organizational performance.

What you bring

• High School Diploma/GED/Higher Secondary education (or commensurate work experience or demonstrated competence).
• Typically 8+ years of related work experience, preferably in remote support, telephone support, relevant technologies and customer environments, or a related field.

Tools and technologies you’ll work with

You’ll use a range of enterprise and support technologies, including Active Directory, Linux, Microsoft Windows 10, Windows Servers, Microsoft Azure, Microsoft Office 365, ServiceNow, IT Service Management practices, Issue Tracking, desktop support, help desk support, and scripting.

Shift and schedule

• Schedule: Full time
• Shift: Shift 1
• Premium: 0% (United States of America)

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• 4-12 weeks fully paid parental leave based on tenure
• 13 paid holidays
• 15 days paid time off (US benefits overview)