Position: Tech Support Operations Technician
Location: Phoenix, AZ 85004
Term: 3 months
Day-to-Day Responsibilities:
-
Performs daily routine technical support. This professional consults with the supervisor for task prioritization and effectively apply technical knowledge.
-
Specializes in one or more areas, including support center/technology support, networking, telecommunications, help desk, and technology certification.
-
Assists others in the technology department, as needed.
-
Under direct supervision, provide after-hours service for escalated issues from the National Help Desk or supervisor.
-
Assist with the deployment of hardware and software to clients (including the installation, configuration, and testing of basic firm hardware).
-
Assist with new hire processing (account requests, verification, basic equipment configuration).
-
Perform basic software troubleshooting and hardware triage support.
-
Assist with the equipment and set-up for conference/meeting facilities, as directed.
-
Assist with off-site support for client functions/meetings.
-
Handle minor administrative functions such as moving and delivering equipment to clients.
-
Perform administrative tasks, such as changing passwords. Handle minor functions such as moves, adds, changes, etc.
-
Respond to customer inquiries concerning support requests, systems status, and network connectivity. Resolve hardware and software problems for firm-standard hardware/software.
-
Record inquiries, and repair/service requests.
-
Diagnose problems through research, isolation, and resolution steps using automated systems via Remedy.
-
Report problems with procedures and make suggestions for improvements.
-
Escalate to or consult with senior staff when a solution is unclear.
-
Coordinate, track, and maintain inventory, including software and documentation upgrades, distributions, and licenses.
-
Process firmwide requests for software and documentation.
-
Track software licenses to ensure that the firm does not violate its agreements, and work with Purchasing and Contracts departments regarding software licensing and maintenance issues.
-
Coordinate mass distributions, including on-site software duplication and documentation reproduction. Make recommendations to management regarding update and maintenance processes.
-
Perform administrative duties, as required.
Is this a good fit? (Requirements):
-
Bachelor's degree in Computer Science or a related discipline, or equivalent work experience.
-
2 years of experience in technical support with working knowledge of a functional specialty.
-
Strong communication, interpersonal, organizational, and time management skills.