Technology Support Rep III

Advantage TechKansas City, MO, United States

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ATI is Hiring! Looking for a Technology Support Rep III for our Atlanta Client.

Essential Functions

Responsible for providing prompt, friendly, customer-focused support to a designated office.

Logs all service desk calls, email requests, and in personal requests into the IT Service Management System.

Responsible for updating service ticket information.

Diagnoses and resolves complex to advanced hardware, software and network issues. Redirects or escalates incidents and service requests as needed.

Identifies and anticipates related issues and advises users on appropriate action.

Advises on escalation requests for Technology Support Representative (TSR) I & II's.

Learns new products and services. Offers advice and subject matter expertise to help peers solve more complex issues.

Supports local office moves by physically moving and setting up the equipment. Follows IT standard practices and procedures for moves and workstation transfers.

Submits technology orders to ensure local offices have the technology needed to do perform work.

Ensures asset management system is accurate and up to date.

Provides system and server support including but not limited to VoIP, call manager, network systems, file share creation, machine account maintenance, etc.

Participates on special projects, including but not limited to software upgrades, project pursuit support, etc.

Partners with the business and office to solve issues and remove barriers to productivity.

Creates and maintains knowledge articles. Partners with subject matter experts to understand application and

documentation requirements. Organizes materials for conciseness, style, and consistent terminology.

Coordinates the lease replacement and returns. Follows standard procedures and product inspections to ensure equipment is returned and appropriate documentations is obtained according to contracts.

May mentor lower-level peers as needed.

Performs other duties as assigned.

Minimum Qualifications

Associate's or technical degree in Computer Science, Information Technology, Engineering, or related degree

4 years of relevant experience

In lieu of degree, 6 years of experience in technical support or relevant experience

#advantagetech.net

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Technology Support • Kansas City, MO, United States