Provide remote support to end-users for PC hardware, operating systems, software applications, peripherals and installations. Responds to, diagnose and troubleshoot problems through discussion with users, to restore service and/or identify and correct problems. Daily operational requirements include excellent communications and customer service skills. Position requires individual to closely interact with end users diplomatically and technically.
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Work hours are Monday-Friday 8am-5pm MST. In addition employee will be in rotation for after hours on-call support.
Employee can work from home, or we can provide an office space at a customers location in Murray, UT.
Day to Day Operation Skills
Provides remote support, configuration and problem resolution in PC /Network environments.
Provides technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service related problems.
Diagnoses and repairs mechanical, hardware, software and system failures using established procedures.
Act as the primary provider of technical support to desktop and laptop computer users for hardware, OS, and application issues for end users.
Monitor and update Service Desk incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions
Function as primary point of contact and communication with customer from assignment of ticket to successful resolution of issue, including scheduling work and keeping customer aware of work status and solution progress.
Good understanding of OS; Windows XP/ Windows 7/10 issues
Experience performing installations, moves, software and hardware adds and changes to end users IT equipment.
Experience with end user support using remote support tools
Ability to update device bios or drivers
Ability to effectively research issues encountered and effectively resolve
Ability to interact with resolver groups to diagnose and resolve problems when possible.
Ability to document process and procedures for self-help and for informational troubleshooting for other resolver groups
Ability to support end user mobile smart devices i.e.: Apple iPad, Apple iPhones, Tablets
Works under the guidance of Team Leader and Senior Technicians
Windows XP, Windows 7, Windows 8, Windows 10
Office 2007, 2010, Office 365
Networking - TCP/IP, Remote Connectivity VPN
Basic hardware troubleshooting skills
Must have the technical ability to provide remote support for computer and printer hardware, common software applications, Microsoft OS issues. Must be a proficient user of personal computer tools for word processing, decision support and communication. Must be skilled in problem solving techniques and repair.
Experience utilizing remote support tools for end user support; diagnostic and repair
Ability to troubleshoot, configure end user mobile devices i.e.: Smart Devices, iPad, iPhone, Tablets
Knowledge in the following areas - Networking, VPN, Wireless. Customer Service, Ticketing system applications.
Interpersonal: Excellent customer service, technical, organizational, and communication skills - in person and on the phone; effective listening and interviewing skills; service and team orientation.
Experience: Entry Level - 1-2 years providing end user Desk side computer support.
Experience or knowledge in two or more of the following areas: Desktop software (MS Excel, MS Word, MS PowerPoint, Communication protocols TCP/IP Desktop hardware (PCs, printers, device drivers), Microsoft Office 2007 /2010/ O365.
Entry Level- 1-2 years' experience providing remote support to end users
Excellent Customer Service Skills
Ability to diagnose, troubleshoot and resolve PC Laptop and Desktop hardware and application issues
Experience in providing end user support utilizing remote management tools
Ability to support end user mobile smart devices
Ability to perform installation, move add and changes to end user desktop environment
Ability to diagnose, troubleshoot and resolve end user network connectivity issues
Excellent communication skills both written and verbal.
Ability to work independently prioritizing daily operational objectives for support
Active Directory experience
Windows XP , Windows 7, Windows 10
Office 2007, 2010, O365
Associates or equivalence work experience