EndUser Computing Support Technician Temporary

Support Services Group; Waco (TX); On-site; USD 36,000 - 52,000; Full time

Job summary

Support Services Group is seeking an EUC Tier 1 Support Technician (Temporary) onsite in Texas. The role handles initial technical support calls, emails, or tickets and troubleshoots relatively simple hardware, software, or network problems, escalating complex issues as needed.

The position requires intermediate-advanced English (B2+). You will triage, consult and resolve most user issues, assist with PC hardware setup and maintenance, and work with distributed teams.

Qualifications

• Resume in English is required.
• 1-3 years of experience providing customer service.
• 1-3 years' experience in software support/SaaS is a plus.
• Onsite role in Texas; willingness to travel occasionally may be implied by an onsite setting.

Responsibilities

• Take initial technical support calls, emails or tickets and troubleshoot relatively simple hardware, software or network problems.
• Triages, consults and resolves most user support issues; escalates more difficult problems as needed.
• Assist in setup, maintenance and repair of PC hardware and distribution of equipment.
• Use ticketing system to respond to issues within SLA and communicate effectively.
• Walk users through problem-solving steps and advise on workflow best practices for remote employees.
• Create and update knowledge base content; participate in special projects and tooling validation.
• Occasional travel for training or site builds; on-site position with work-from-home opportunities.

Skills

Communication

Interpersonal skills

Technical skills

Customer service

Microsoft Office

Remote collaboration

Tools

Help desk software

Ticketing system

Job description

JOB TITLE: EUC Tier 1 Support Technician (TEMPORARY)

DEPARTMENT: End User Computing

REPORTS TO: Senior Manager of EUC

LOCATION: Onsite

***This position requires intermediate - advanced spoken English level (B2+).
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JOB SUMMARY:

This role is responsible for taking initial technical support calls, email, or ticket inquiries and troubleshooting and managing relatively simple hardware, software or network problems, recognizing and escalating more difficult problems. Members of this team should be able to triage, consult and effectively resolve most user support issues.

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ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

Other assignments, projects, and duties may be required:

• User account management
• Troubleshoots and supports all network laptops/computers.
• Understanding of IT principles and ability to communicates technical concepts effectively to a varied audience.
• Assists in the set-up, maintenance and repair of PC hardware & this will include distribution of equipment
• Use ticketing system to answer all issues in a timely fashion based on department SLA's, and other methods of communication to insure proper resolution.
• Walk users through problem-solving processes and consult on workflow best practices for remote employees
• Knowledge Base content creation and cultivation, special projects, customer communications, product and tooling integration and validation, etc.
• Infrequent/occasional travel may be required for initial training and/or site builds and has reliable transportation
• This is on an onsite position with work from home opportunity

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QUALIFICATIONS:

• Interested candidates need to submit their resume in English.
• Strong Communication, and interpersonal skills
• Intermediate to advanced technical and functional skills
• Solid data gathering and analysis
• Adaptability and stress tolerance
• Experience in a customer support role
• Experience with help desk tools
• Technology troubleshooting experience
• Experience in all Microsoft Office tools
• Experience working remotely and/or with distributed teams is a plus
• Strong Organization & self-leadership skills

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Experience Required:

• 1-3 years of experience in providing customer service
• 1-3 years' experience in software support/SaaS **

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PHYSICAL REQUIREMENTS:

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

While performing the duties of this job, the employee is regularly required to sit; use hands to manipulate objects, tools or controls; reach with hands and arms; and talk and hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus. Noise level in the work environment is usually quiet