Agent, Advanced IT End User Supp - Geek Squad City

Best Buy; Brooks (KY); On-site; USD 35,000 - 52,000; Full time

Benefits offered by this job

Competitive pay

Great employee discount

Financial savings and retirement

Support for physical and mental well‑b

Job summary

Best Buy is seeking a GSC-IT Advanced End-User Support Agent to help deploy end-user corporate assets for Corporate and Field users. You will multitask across imaging, configuring, and troubleshooting devices used remotely and at Geek Squad City, while assisting with hardware break/fix and warranty processes.

You will work with cross-functional teams, maintain asset inventories, and educate users on service solutions in line with SOPs.

Qualifications

• 2 years of experience diagnosing and repairing computers or consumer electronics.
• 1 year of experience customer service experience using phone skills

Responsibilities

• Imaging/Reimaging of PCs and Macs.
• Install software and hardware on company assets.
• Troubleshoot devices using ticketing system.
• Deploy refreshed assets to end users and configure VPN access.
• Maintain asset inventory and support warranty repairs.

Skills

Diagnostics

Repairs

Customer Service

Phone Support

Tools

Imaging Software

VPN

Warranty Portals

Job description

The GSC-IT Advanced End-User Support Agent supports the day to day deployment of Best Buy end user corporate managed assets for Corporate and Field users. Agents will be required to multitask during troubleshooting, imaging, configuring and deploy end user assets that are used remotely and at Geek Squad City (GSC). Agents will also handle break/fix functionality for hardware repairs on laptop and desktop systems while maintaining warranty certification. Be part of a team that puts people before all else and accounts for what comes next.

Key Responsibilities

• Managed Asset Support
  • PC/Mac Imaging/Reimaging
  • Software and hardware install on company asset device
  • Device troubleshooting support using ticketing system
  • Partners with cross-functional teams for resources and solutions: Office Support and Level 3 Support
  • Deploys refreshed company assets to end users
  • Engages end-user to provide appropriate service solutions, while adhering to SOP
  • Maintains and tracks inventory of all corporate managed assets and assist warehouse agent as necessary
  • Deploys and integrates end user accounts to company VPN devices
  • Manages knowledge bases used internally by the GSC-IT & End User Support teams as well as employee facing KB's.
• Ticket Routing and reporting
  • Monitors ticket queues and turn time
  • Routes tickets to other groups in the IT organization as appropriate
• Hardware Break/Fix
  • Acquires and maintains certifications needed for warranty repairs
  • Physical repair of desktop and laptop devices, both under and outside of warranty
  • Maintains an inventory of repair parts for current devices
  • Orders warranty parts through external vendor sites
  • Updates external warranty portals with appropriate data in a timely manner

Basic Qualifications

• 2 years of experience diagnosing and repairing computers or consumer electronics
• 1 year of experience customer service experience using phone skills

Preferred Qualifications

• 2 years of experience in customer service
• Apple repair certification
• HP repair certification
• CompTIA A+ Certification

What's In It For You

We're committed to helping our people thrive at work and at home. Best Buy offers a range of benefits to support your overall well-being and provide support as you need it, especially at key moments in your life.

Our Benefits Include

• Competitive pay
• Great employee discount
• Financial savings and retirement resources
• Support for your physical and mental well-being

Best Buy provides different types of leaves of absence (LOA) and potential pay sources to employees based on eligibility. The length of your LOA depends on your situation, where you live, your full-time or part-time employment status, and federal and state regulations. Intermittent or reduced-schedule leave is also available for certain medical or family care leaves. Paid time off (vacation or PTO) is offered to full-time and part-time employees based on work location, employment status, salary or hourly status (exempt/non-exempt), and years of continued or bridged service.

Certain roles, where market norms demand it, are eligible for various forms of incentive pay to drive performance and offer recognition for achieving financial and strategic results. For more information about our incentive pay plans, including eligibility, please refer to our Incentive Programs Summary.

For more information about benefits, LOA and paid time off, please refer to our Benefits Guide.

About Us

As part of the Best Buy team, you'll help us fulfill our purpose to enrich lives through technology. We bring that to life every day by humanizing and personalizing tech solutions for every stage of life - in our stores, online and in customers' homes.

Our culture is built on deeply supporting and valuing our amazing employees who make it all possible. We're committed to being a great place to work, where you can unlock unique career possibilities. Above all, we aim to provide a place where you can bring your full, authentic self to work now and into the future. Tomorrow works here.

Best Buy is an equal opportunity employer.

Application deadline

Minimum of 5 days from the posting date. You can find that date above the job title at the top of the page.

Position Type: Full timePandoLogic. Keywords: Help Desk Agent, Location: Brooks, KY - 40109