Provides technical support for standard configurations of workstations, personal computers and associated hardware and software.
Troubleshoots standard software and hardware questions, issues, problems and failures via telephone, chat or tickets.
Identifies complex issues, questions and problems and refers them to more senior staff or other IT groups for investigation and resolution.
Screens, diagnoses and resolves or refers specific assigned inquiries and work requests received via phone, chat or tickets related to maintenance of personal computers, workstations, software and associated hardware; refers those requests to appropriate IT staff for resolution.
May work with other members of the staff to resolve more complex matters.
Works to develop an understanding of standard issues, questions and problems with standard workstations, personal computers, software and associated hardware and the resolutions to those matters.
Follows policies, procedures and standards in responding to end user requests and providing end user support.
Documents and reports all service requests and their outcome, following standard procedures and practices.
Performs other responsibilities associated with this position as may be appropriate and assigned.

Requirements

Authorized to work in the United States
High School Diploma or Equivalent
Available to work full-time
Experience with MacOS.
Experience with Linux.
Knowledge of Microsoft Operating Systems (Windows 10/11 and Office 365) and applications.
Knowledge of personal computer technology and hardware as well as cellular telephones.
Knowledge of the M.I.S. environment
Knowledge of M.A.C. (Moves, Adds, and Changes) and Virtual Desktop preferred
Knowledge of KCS Method and Knowledge based articles
Excellent customer service skills
An aptitude for identifying, analyzing, and resolving common technical issues, questions, and problems with personal computers, workstations, software, and associated hardware

Benefits

Low Cost Health Insurance (after 90 days Full Time)
Paid Vacation (Accrual begins immediately - Available After 90 days Full Time)
Paid Company Holidays
Education (Tuition Assistance, Student Loan Reimbursement or Professional Development)
Individual Mentor

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

MacOSLinuxMicrosoft Operating SystemsWindows 10Windows 11Office 365personal computer technologyhardware troubleshootingM.A.C. (Moves, Adds, and Changes)KCS Method

Soft skills

customer serviceproblem solvinganalytical skills

Certifications

High School Diploma or Equivalent