Technical Support Analyst - REMOTE FROM HOME - Must be based in Kansas City Area

Velocity Staff, Inc.; Kansas City (KS); Hybrid; USD 40,000 - 55,000; Full time

Job summary

Velocity Staff, Inc. is seeking a Technical Support professional in Kansas City area. The role includes providing first-level technical support and troubleshooting computer software/hardware issues while ensuring excellent client service.

This remote position requires handling various devices, documenting processes in ServiceNow, and assisting users effectively after a short training period on site. Strong communication and troubleshooting skills are vital.

Qualifications

• 1-2 years of experience in MS Windows environment handling Level 1 calls.
• Experience using and troubleshooting MS Office (O365) products.
• Able to demonstrate superior customer service skills.

Responsibilities

• Perform troubleshooting on Windows 7 and 10, and some Apple products.
• Record all work and troubleshooting in ServiceNow.
• Provide excellent client service.

Skills

Customer service skills

Troubleshooting various devices

Communication skills

Microsoft Office products troubleshooting

Active Directory knowledge

Education

Associate’s Degree in related field

Bachelor’s Degree preferred

Tools

ServiceNow

Windows 7 and 10

Mobile devices (Android, iPhone, iPad)

Job description

Overview

NOTE: THIS REMOTE POSITION REQUIRES CANDIDATES LOCAL TO THE KANSAS CITY AREA. Velocity Staff, Inc. is currently working with a wonderful client in the Kansas City area to add to their professional Technical Support team. The right candidate will have the flexility to work remote from home after a short training period on site at the client location in Kansas City, KS with some visits to the office as needed. This position comes available as the organization is expanding its support services team due to company expansion which has provided more opportunity for growth for the team and team members. Note: Training sessions will take place from 7am-4pm daily and shifts will be scheduled Monday through Friday between 7am-7pm with a 40 hour schedule. The right candidate will provide first-level technical support of computer software and hardware products and services. Respond to and diagnose problems through discussions with users. This includes problem recognition, research, isolation, and resolution steps. Resolve basic to moderately complex problems while referring more complex problems to senior level technicians. Assist users inquiring how to use specific software, electronic mail, or operating systems. Use existing processes and tools (e.g., problem management database and help desk systems) to proactively support office staff and equipment. This position will handle calls as their primary duties as well as work tickets and may be asked to help with projects.

Responsibilities

• Perform troubleshooting, repairs, and deployment of Windows 7 and 10 as well as some Apple products.
• Perform troubleshooting on mobile devices, iPhone/iPad and Android.
• Perform troubleshooting on Network Printer and Multifunctional Devices.
• Perform troubleshooting on Microsoft Office Products.
• Work daily with internal customers via phone, and email, with the occasional walk ups.
• Accurately record all work and troubleshooting in tickets in ServiceNow Ticketing system.
• Provide excellent client service.

Qualifications

• Associate’s Degree in related field of study.
• Bachelor’s Degree preferred.
• 1-2 years of experience in MS Windows environment handling Level 1 calls with experience handling desktop and laptop break/fix support.
• Experience using and troubleshooting MS Office (O365) products.
• Experience using ticketing systems, ServiceNow preferred.
• Experience managing and troubleshooting Windows 7 and 10 workstations.
• Ability to demonstrate superior customer service skills.
• Able to communicate and translate complex technical topics into easy to understand concepts.
• Communicate clearly and effectively, both verbally and in writing.
• Able to clearly document technical processes.
• Able to proficiently manage and troubleshoot Microsoft desktop operating systems.
• Able to ask directed and logical questions to determine problem causation and follow documented processes to a successful resolution.
• Working knowledge of Active Directory Users and Comp.
• Working knowledge of Mobile devices including Android, iPhone, iPad and Mac Computers.
• Excellent written and verbal communication skills.