Senior Technical Support Specialist - Remote

Unknown; 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

Job summary

HP Inc. seeks a Technical Support Representative for ACS/Workstations to independently resolve complex hardware and software issues, provide thorough responses about services and products, and guide customers through technical challenges.

The role involves proactive problem prevention, relationship building, and mentoring junior staff to drive quality improvements. Ideal candidates have strong experience in remote or telephone support, with a background in IT infrastructure and enterprise

Qualifications

• Active Directory, Agile Methodology, Automation, Computer Hardware, Computer Science, Desktop Support, Help Desk Support, ITIL, Issue Tracking, IT Service Management, Linux, Microsoft Azure, Microsoft Office 365, Microsoft Windows 10, Operating Systems, Peripheral Devices, Scripting, ServiceNow, Technical Support, Windows Servers listed as core knowledge areas.
• Experience in remote or on-site support environments is preferred.
• Strong problem solving and cross-functional collaboration skills.

Responsibilities

• Addresses complex customer issues independently, ensuring adherence to established protocols.
• Resolves difficult technical problems related to hardware and software with customers.
• Provides comprehensive responses about services, products, and tech matters, including warranties.
• Guides customers to prevent problems and participates in process improvements.
• Maintains trusted relationships across customer accounts and technical users.
• Performs root-cause analysis of outages to address issues promptly.
• Coordinates work, identifies improvement opportunities, and supports streamlined processes.
• Leads complex requests and mentors lower-level roles for better performance.
• Monitors and troubleshoots complex problems with internal partners to develop recommendations.

Skills

Active Directory

Agile Methodology

Automation

Computer Hardware

Computer Science

Desktop Support

Help Desk Support

ITIL

Issue Tracking

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

Job description

HP Inc. seeks a Technical Support Representative for ACS/Workstations to independently resolve complex hardware and software issues, provide thorough responses about services and products, and guide customers through technical challenges.

The role involves proactive problem prevention, relationship building, and mentoring junior staff to drive quality improvements. Ideal candidates have strong experience in remote or telephone support, with a background in IT infrastructure and enterprise