Representative, Tech Support
Job Details
Description
The Tech Support Rep assists FirstBank employees with computer issues and questions, typically answering approximately 20 – 40 calls a day. The Tech Support Rep resets passwords, unlocks user accounts, and performs known fixes. They provide proper documentation and escalation for all other calls. Other responsibilities include reimaging PCs, working with other teams on checking hardware into and out of storage, and moving or replacing equipment in our Headquarters location. The Tech Support Rep also completes projects and work as assigned by management and Senior Technicians. #DCE
Essential Duties and Responsibilities:
- Provide first tier support password resets, account unlocks and simple troubleshooting
- Technical Support Queue
- Maintain a team queue abandonment rate below 6.5%
- Maintain a team first call resolution rate above 70%
- Maintain a team incident resolution SLO above 96%
- Support Cisco phones and accessories
- Track end-user requests and problems to ensure timely problem resolution
- Coordinate vendor service calls when appropriate
- Maintain user accounts
- Work on various projects assigned by management
- Troubleshoot issues related to PC Hardware:
- Power supply
- Memory
- Hard Drive
- Motherboard
- Branch Capture Scanners
- Troubleshoot issues related to the operating system, Microsoft Windows 10
- Boot process
- Re-imaging
- Understand and assist with opening and basic functionality of Microsoft Office
- Possess basic understanding and knowledge of networking to assist with:
- IP Address configuration
- Network connectivity
- Network communication
- Perform other duties and projects as assigned
- Understand and comply with all provisions of the Safety in the Workplace policy
Minimum Qualifications of Position:
- Entry level position with little or no prior relevant experience
Preferred Qualifications of Position:
- One to two years’ experience in a technical support or help desk environment
- Graduate from Activate IT program
Knowledge and Skills:
- Basic understanding of PC Hardware, Windows 10 and Microsoft Office
- Excellent customer service, organizational, and troubleshooting skills
- Ability to manage multiple tasks and priorities
- Strong time management and organizational skills
Working Conditions and Physical Requirements:
Work is performed in an office environment with moderate noise levels and light to heavy traffic. An individual in this position:
- Frequently remains stationary throughout a typical business day
- Frequently operates a computer and other office machinery, such as a calculator, copy machine, and computer printer
- Occasionally moves about inside the office to access file cabinets, office machinery, and other rooms
- Occasionally positions self to access drawers and shelves of various heights
- Frequently reaches for and handles paperwork and files
- Constantly communicates with customers, coworkers, and management in-person and on the phone
- Must be able to exchange accurate information
- May be required to lift/push/pull up to 25 pounds
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)