ACS/Workstation Technical Support Representative

HP Inc.; Rio Rancho (NM); On-site; USD 33,000 - 47,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Disability insurance

Employee assistance program

Flexible spending account

Life insurance

Generous time off

Parental leave

Holidays

Job summary

HP Inc. is seeking an ACS/Workstation Technical Support Representative to independently handle complex customer issues across hardware and software, guiding customers and coordinating technical work for both current and legacy products.

The role emphasizes proactive problem resolution and customer relationship management. The position requires deep knowledge of IT infrastructure, strong communication, and mentoring abilities to elevate team performance and process improvements.

Qualifications

• High School Diploma/ GED or commensurate experience.
• Typically has 8+ years of related work experience in remote/telephone tech support or similar.
• Experience with enterprise IT environments and customer-facing support is preferred.

Responsibilities

• Handle complex customer issues independently following established protocols.
• Resolve difficult hardware and software problems through proactive customer interactions.
• Provide comprehensive responses about services, products, and technical matters including warranties and repairs.
• Guide customers to mitigate problems and participate in process-improvement initiatives.
• Establish and maintain trusted relationships with customer accounts.
• Perform root cause analysis of outages and trends to provide timely resolutions.
• Coordinate work across departments and mentor lower-level staff.

Skills

Active Directory

Agile Methodology

Automation

Computer Hardware

Computer Science

Desktop Support

Help Desk Support

ITIL

IT Service Management

Linux

Microsoft Azure

Microsoft Office 365

Microsoft Windows 10

Operating Systems

Peripheral Devices

Scripting

ServiceNow

Technical Support

Windows Servers

Education

High School Diploma / GED / Higher Secondary education

Tools

ServiceNow

Microsoft Azure

Job description

ACS/Workstation Technical Support Representative

Description -

Job Summary

This role is responsible for independently handling complex customer issues, resolving intricate technical problems related to hardware and software, and providing comprehensive responses about services, products, and technical matters. The role guides customers proactively and maintains customer relationships, while also coordinating work and leading complex requests. The role also contributes to process improvements, and mentors lower-level roles for optimal organizational performance.

Responsibilities

Addresses complex customer issues independently, ensuring adherence to established protocols.

Resolves difficult and complex technical problems related to hardware and software through interactions with customers and proactive notification systems.

Provides comprehensive responses to questions about services, products, technical matters, and customer relations, including features, specifications, and repairs, for both current and obsolete products, components, and options, in alignment with customer entitlement, such as warranty coverage through mission-critical support.

Guides customers proactively to mitigate or prevent the occurrence of problems, while also participating in initiatives aimed at enhancing processes or ensuring quality improvements.

Establishes and maintains trusted relationships within customer accounts across the spectrum of technical users.

Provides resolutions and feedback by performing root cause analysis of outages and trends to address issues promptly and effectively.

Coordinates departmental work, identifies improvement opportunities, and ensures effective business controls for streamlined processes.

Leads and assigns responsibilities for complex requests, contributing innovative concepts, and implementing changes for process improvement.

Proactively monitors and troubleshoots complex problems, collaborating with exempt-level employees to develop recommendations.

Analyzes tasks, collaborates with internal partners, and provides mentoring and guidance to lower-level roles, aiming to enhance organizational performance.

Education & Experience Recommended

High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.

Typically has 8+ years of related work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.

Knowledge & Skills

Active Directory

Agile Methodology

Automation

Computer Hardware

Computer Science

Desktop Support

Help Desk Support

Information Technology Infrastructure Library

Issue Tracking

IT Service Management

Linux

Microsoft Azure

Microsoft Office 365

Microsoft Windows 10

Operating Systems

Peripheral Devices

Scripting

ServiceNow

Technical Support

Windows Servers

Cross-Org Skills

Effective Communication

Results Orientation

Learning Agility

Digital Fluency

Customer Centricity

Impact & Scope

Impacts multiple departments and leads large, cross-division functional teams or projects.

Complexity

Works on assignments that are highly complex in nature where a strong degree of initiative and technical knowledge are required to resolve problems.

Disclaimer

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

The pay range for this position is $24 to $34 per hour (applies to US candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

Benefits:

HP offers a comprehensive benefits package for this position, including:

• Health insurance

• Dental insurance

• Vision insurance

• Long term/short term disability insurance

• Employee assistance program

• Flexible spending account

• Life insurance

• Generous time off policies, including;

• 4-12 weeks fully paid parental leave based on tenure

• 13 paid holidays

• 15 days paid time off (US benefits overview (https://hpbenefits.ce.alight.com/) )

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Job -

Services

Schedule -

Full time

Shift -

Shift 1, 0% premium (United States of America)

Equal Opportunity Employer (EEO) -

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy (https://www8.hp.com/h20195/v2/GetDocument.aspx?docname=c08129225) or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal (http://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf)