Job Description :
Hello,
My name is Vishal and I''m a Recruiter at iTech Solutions, Inc., an Information Technology and Professional Services Consulting and Staffing company. I am contacting you because you are an experienced professional who appears to be interested in investigating the current job market and job opportunities. We currently have an opportunity with one of our direct clients that you might be interested in.
Title: Technical Support Representative
Location: Bluffton, SC
Expected Duration:06 Months
Job Description:
Technical Support Representative
Delivers straightforward administrative and/or other basic business services in IT Support. Helps configure, install, maintain and upgrade computer systems hardware and software. Performs set tasks to provide operational support for the organization''s information systems and peripheral equipment such as application servers, database servers, web servers, desktops, printers and storage devices. Issues tend to be routine in nature. Good knowledge and understanding of Technical Support and business/operating processes and procedures. Works to clearly defined procedures under close supervision.
Receives telephone calls from users having problems using computer software and/or hardware or inquiring how to use specific software, hardware, or operating systems.
Serves as single point of contact to end users for information technology-related issues, problems, and requests
Determines root cause and provides accurate, creative, and timely solutions from basic-to-intermediate software and systems problems to ensure end-user productivity.
Provide a second level of hardware troubleshooting, repair, and installation on specified product lines to end-users.
Troubleshoot user inquiries regarding computer software or hardware operation to resolve problems.
Maintains records of daily communication transactions, problems, and actions taken and follows up on any unresolved issues.
Close tickets in a timely manner and follow up with all end users to ensure customer satisfaction
Provides top quality customer service by assisting employees with problems that occur.
Configures and supports eviCore approved mobile device encryption
Required Skills:
AA college degree or equivalent level of knowledge
Minimum 1-2 years experience in technical servicedesk or technical call center
Technical helpdesk or technical call center experience is necessary.
Strong support/customer services skills
Strong analytical skills
Strong verbal and written communication skills
Provide after-hours operations and on-call support.
Sitting for extended periods of time.
Talking on the phone for up to 8 hours a day.
Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.
Take responsibility for and ownership of deliverables.
Determine timeline challenges early, handle frequent interruptions and shifting priorities
Ability to work under pressure and with flexible hours
Experience with various Windows Operating systems such as:
Clients: Windows 7, 10, Thin Clients, VMWare View, Apple OS
Knowledge of Active Directory and Exchange
Remote desktop connectivity applications like SMS, Bomgar, WebEx, and Windows Native tools
MS Office Suite (2013): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
Internet browsers (e.g. Explorer, Chrome, Firefox),
Experience supporting VPN and remote users
Experience supporting for laptop, desktops, thin clients, VDI and printers
Must be able to configure, install and troubleshoot all standard software applications on desktop and laptop computers
Proficient in troubleshooting issues with Microsoft desktop Operation System. Experience with Apple OS X desired