Support Center Representative I (Onsite)

KAG SERVICES INC; North Canton (OH); On-site; USD 37,000 - 48,000; Full time

Job summary

KAG SERVICES INC. is seeking an IT Helpdesk/Support Technician in North Canton, OH to resolve calls and support tickets for end users. You will provide timely assistance via phone, email or ticketing system, troubleshoot issues, and ensure user satisfaction.

The role emphasizes rapid incident assessment, accurate diagnostics, and coordination with escalation teams as needed, while maintaining inventory and documentation.

Qualifications

• High School diploma or equivalent.
• 2 years of related work experience.
• Knowledgeable on Windows operating systems & Office suite, Citrix, VPN access, printer & copier configuration.

Responsibilities

• Answer calls and respond to tickets and emails.
• Quickly and accurately determine incident scope and impact.
• Provide support and resolve problems to end users' satisfaction.
• Monitor and respond quickly to requests via the Support Center by call, ticket or email.
• Process tickets in FIFO order based on priority.
• Troubleshoot issues with end-users and work toward first call resolution.
• Deliver high quality assistance to on-site and remote personnel.
• Update the internal knowledgebase with issue resolution details.
• Assist users with devices and applications, including viruses removal where needed.

Skills

Windows OS

Office Suite

Remote Support

Education

High School Diploma or GED

Tools

Citrix

VPN

Active Directory

Job description

Job Details

Job Location: North Canton, OH 44720

Position Type: Info Technology

Travel Percentage: Negligible

Job Shift: 8hr

Job Category: NA

Position Summary

This position primary function is to resolve calls and support tickets

Essential Functions

• Answer calls and respond to tickets and emails
• Quickly and accurately determine incident scope and impact.
• Provide support and resolve problems to the end users satisfaction
• Monitor and respond quickly and effectively to requests received through the Support Center via Call, ticket or email
• Monitor tickets assigned to the queue and process first-in first-out based on priority
• Troubleshoot issues with end-users and work toward first call resolution
• Deliver high quality assistance to on-site and remote personnel
• Utilize and maintain the Support Center tracking software by maintain issues in the system from first contact with end user including responsibility for call ownership
• Document all information according to standard operating procedures
• Install, test and configure new workstations, peripheral equipment and software
• Maintain inventory of all equipment, software and software licenses
• Manage PC / Laptop setup and deployment for new employees using standard hardware, images and software
• Setup new employees / consultants / Vendors information into Active Directory
• Assign users and computers to proper groups in Active Directory
• Perform timely workstation hardware and software upgrades / break fix as required
• Identify and Escalate problems as required to support teams.
• Act as a liaison between customers and technical escalation teams.
• Update the internal knowledgebase with issue resolution details
• Support computers, laptops, tablets, smart phones and applications
• Assist users in detecting and removing viruses, spy ware, and other malicious software

Qualifications

• High School diploma or equivalent
• 2 years of related work experience
• Knowledgeable on Windows operating systems & Office suite, Citrix, VPN access, printer & copier configuration

Note: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities and skills required of associates so classified. Management retains the right to assign or reassign duties at any time. Job description is subject to change. All employees of the Company are expected to:

• Promote positive work habits including effective and timely communication, teamwork and respect for co-workers.
• Provide constructive guidance to other employees and representatives of third parties.
• Contribute to providing the highest quality of products and services to customers.

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