Senior Workstation Tech Support Specialist

Hewlett Packard Enterprise; 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 paid time off and holidays

Job summary

Hewlett Packard Enterprise is seeking an experienced ACS/Workstation Technical Support Representative to independently handle complex customer issues, guiding customers through hardware and software problems and maintaining strong relationships. The role emphasizes proactive problem prevention, mentoring, and cross-team collaboration.

You will participate in process improvements, provide root-cause analysis, and lead complex requests across multiple technical domains while ensuring service

Qualifications

• High School 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.

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.

Skills

Active Directory

Agile Methodology

Automation

Computer Hardware

Computer Science

Desktop Support

Help Desk Support

IT 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

Education

High School Diploma/GED/Equivalent

Job description

Hewlett Packard Enterprise is seeking an experienced ACS/Workstation Technical Support Representative to independently handle complex customer issues, guiding customers through hardware and software problems and maintaining strong relationships. The role emphasizes proactive problem prevention, mentoring, and cross-team collaboration.

You will participate in process improvements, provide root-cause analysis, and lead complex requests across multiple technical domains while ensuring service