Corporate Technical Support Associate

Responsibilities

• Manage mobile devices by connecting to networks and deploying applications for cell phones, tablets, and peripheral equipment; wrist units and ring scanners for WMS use are a plus.
• Oversee equipment logistics, including ordering, receiving, and shipping devices to and from the corporate office.
• Maintain and periodically audit assets within an inventory management system.
• Identify, investigate, and resolve user issues with software and hardware components.
• Handle support requests via phone, chat, email, and other channels related to software, connectivity, printing, and similar topics.
• Guide users through diagnostic and troubleshooting steps, using tools or following verbal instructions as needed.
• Assist with software installation and troubleshoot related problems; escalate more complex issues to appropriate staff.
• Collaborate with the support team to discuss recurring problems and share solutions and best practices.
• Set up or repair computer hardware and devices such as printers and scanners; coordinate repairs with third party vendors when necessary.
• Troubleshoot system failures and identify network roadblocks.
• Set up new user accounts and grant appropriate access permissions.
• Monitor computer and telecommunications systems to improve network performance.
• Execute backup procedures to minimize the risk of data loss.
• Attend training on new equipment, software, platforms, and products; contribute to user manuals and documentation for these products.
• Stay current with technology innovations and trends relevant to support operations.
• Perform other related duties as assigned.

Requirements

• Bachelor's degree in Computer Science or related discipline; at least three years of technical support experience.
• Excellent verbal and written communication skills.
• Strong interpersonal and remote customer service abilities.
• Ability to explain technical concepts to both technical and nontechnical users.
• Solid analytical and problem-solving capabilities.
• Proficiency with Microsoft Office Suite or related software; quick learner of new tools.
• Comfort with or ability to rapidly master a range of computer hardware and software.

Technologies

• Microsoft Office Suite
• VMware

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to lift up to 15 pounds on occasion.