Your Tasks
- Provide technical support to users by serving as the first point of onsite contact for internal customers seeking technical assistance.
- Responsible for researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance.
- Provides answers to customers by identifying problems, researching answers, and guiding through corrective steps.
- Candidate will assist our customers via phone, email, chat & on-site support.
- Must be meticulous and analytical to accurately capture customer interactions and close out submitted trouble tickets in a timely manner.
Candidate will escalate and track issues that extend beyond onsite span of control or expertise.
- Manage onsite support tickets within service level
- Respond to customer issues via phone, email, chat & on-site support
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determining the best solution based on the issue and details provided by customer
- Document customer interactions
- Escalate issues to the next Tier with next level of difficulty as needed
- Install, make changes, and repair computer hardware and software
- Monitor site to proactively identify and resolve issues
- Oversee customer communication through to resolutions
Your Profile
- Medical, Dental, Vision, Life Insurance, and Disability Pay.
- 401(k) with company matching up to 6%.
- Paid Time Off, including paid holidays.
- Flexible Spending Accounts.
- Voluntary benefits such as legal and financial assistance, pet insurance, and more.
- Employee Assistance Program.
- Ongoing employee development opportunities including tuition reimbursement, scholarships, and training.
- Commuter benefits.
- Employee engagement activities.
We Offer
- 401K with company matching 6%, vested after 1st anniversary year
- Medical, Dental, Vision, Health, Life Insurance, Short-term and Long-term disability
- Flexible Spending Accounts
- PTO that includes 8 company paid holidays
- Available legal assistance (prenups, wills, child support, divorce,
- Discounts for entertainment and travel across the US (theme parks, cinema, hotels, flights,
- Tuition reimbursement
- In-house university with access to 500+ online courses (excel, human resources, management,
- Access to 3rd party resources (childcare assistance, family therapists, transportation assistance,
- Monthly engagements that sometimes include free meals (Chick-Fil-A, pizza, snacks,
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