Support Center Representative I (Onsite)

Job DetailsJob Location: North Canton, OH 44720Position Type: Info TechnologyTravel Percentage: NegligibleJob Shift: 8hrJob Category: NAPosition Summary

This position primary function is to resolve calls and support tickets

Essential Functions

Answer calls and respond to tickets and emails
Quickly and accurately determine incident scope and impact.
Provide support and resolve problems to the end users satisfaction
Monitor and respond quickly and effectively to requests received through the Support Center via Call, ticket or email
Monitor tickets assigned to the queue and process first-in first-out based on priority
Troubleshoot issues with end-users and work toward first call resolution
Deliver high quality assistance to on-site and remote personnel
Utilize and maintain the Support Center tracking software by maintain issues in the system from first contact with end user including responsibility for call ownership
Document all information according to standard operating procedures
Install, test and configure new workstations, peripheral equipment and software
Maintain inventory of all equipment, software and software licenses
Manage PC / Laptop setup and deployment for new employees using standard hardware, images and software
Setup new employees / consultants / Vendors information into Active Directory
Assign users and computers to proper groups in Active Directory
Perform timely workstation hardware and software upgrades / break fix as required
Identify and Escalate problems as required to support teams.
Act as a liaison between customers and technical escalation teams.
Update the internal knowledgebase with issue resolution details
Support computers, laptops, tablets, smart phones and applications
Assist users in detecting and removing viruses, spy ware, and other malicious software

QualificationsQualifications

High School diploma or equivalent
2 years of related work experience
Knowledgeable on Windows operating systems & Office suite, Citrix, VPN access, printer & copier configuration

Note: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities and skills required of associates so classified. Management retains the right to assign or reassign duties at any time. Job description is subject to change. All employees of the Company are expected to:

Promote positive work habits including effective and timely communication, teamwork and respect for co-workers.
Provide constructive guidance to other employees and representatives of third parties.
Contribute to providing the highest quality of products and services to customers.

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