Support Technician

Veterans United; United States; Remote; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Support Technician to provide first-level technical support and account maintenance for its employees. In this dynamic role, you will engage in hands-on and remote technical work, assisting with software and hardware installations, and ensuring smooth operations. You will be the frontline support, documenting and resolving issues while building rapport with users. This position offers a unique opportunity to thrive in a cooperative environment, where your contributions will enhance the lives of others daily. If you are passionate about technology and customer service, this is the perfect opportunity for you.

Qualifications

• 1+ year experience with desktop and server operating systems, including Windows and Mac.
• Strong communication skills and exemplary customer service abilities.

Responsibilities

• Provide first level technical support for all employees and contractors.
• Document and track problem-solving processes for help desk tickets.

Skills

Communication Skills

Analytical Decision Making

Customer Service Skills

Troubleshooting Abilities

Attention to Detail

Ability to Work Independently

Education

1+ years experience with desktop and server operating systems

Tools

Microsoft Office

Microsoft CRM

Encompass

Diagnostic Utilities

Job description

As a Support Technician, you will provide first level technical support and account maintenance for all Veterans United employees, subsidiaries, and contractors.

Job duties may include, but are not limited to:

• Perform hands-on and remote technical work including supporting, installing, and upgrading software and hardware, implementing file backups, and configuring systems and applications.

• Image, place, and set up computers, leveraging imaging solutions and other tools.

• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

• Build and maintain accounts and access lists for supported software and services.

• Support moves, transfers, onboarding, and end of employment processes.

• Field incoming help requests from end users via (including but not limited to) phone, ticket submission, chat, and e-mail in a courteous manner.

• Record, track, and document the problem-solving process for tickets, including all successful and unsuccessful decisions made, as well as actions taken through to final resolution.

• Build rapport and elicit details from help desk customers.

• Prioritize and schedule requests. Escalate issues, when needed, to the appropriately experienced senior technician, focal, team, or to another team per escalation protocols.

• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

• Perform post-resolution follow-ups to help requests.

• Keep up to date inventory of computer equipment.

• Create knowledge assets as needed.

• Actively contribute to making the team and culture stronger by assisting with other duties as needed, excluding licensed activity.

We’re looking for someone who can be passionate about their job and have fun doing it, who will deliver results with integrity, and who enjoys finding ways to enhance the lives of others every day.

We’ll also want to know you can demonstrate these attributes:

• Strong communication skills (written and verbal)

• Ability to translate technical language into general terms

• Capacity to work independently

• High attention to detail

• Analytical decision making skills

• Thrive in a highly cooperative work setting

• Exemplary customer service skills

• Excel in fast-paced, results-oriented environment

• Experience developing and maintaining positive employee relationships

• 1+ year(s) of experience with desktop and server operating systems, including Windows and Mac

• Application support experience such as Microsoft office, Microsoft CRM, and Encompass

• Working knowledge of a range of diagnostic utilities

• Working technical knowledge of current network protocols, operating systems, software, and standards

• Knowledge of basic computer hardware and software

• Excellent troubleshooting abilities and experience

• Ability to translate business needs into technical solutions

• Proficient in basic computer technologies, appropriate for an internet-based company

• Regular and predictable attendance

• Available to work outside normal business hours and/or on weekends

• Valid driver’s license and responsible driving history

• Accessibility to regular transportation

Learn more about us on Glassdoor and our career site at vu.com/careers