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Technical Support Professional
California
San Diego Metro Area
JN -092017-3393

Our client is seeking a Technical Support professional. Below is a brief job description. Please contact us for more information on this role and client.
 
Essential Functions and Responsibilities

  • Respond to phone calls, emails, and walk-ups, log and respond to troubleshooting incidents and trouble tickets while following outlined procedures. Use available knowledge base and help tools provided to follow issue through to a proper resolution for internal computer hardware, software, network, and telecommunications systems.
  • Determines, isolates and analyzes problems applying database records and alerts management to recurring problems and patterns of problems.
  • Installs or aids in the installation & imaging of hardware and peripheral components such as monitors, keyboards, printers, and disks drives for internal and external users. Basic Mac setup is a plus.  
  • Supplies onsite computer training to users in formal and non-formal settings.
  • Escalation and notification for assistance in resolving incidents that require advanced support, notification of appropriate points-of-contact (POC's) for the systems and coordination, dispatch and tracking of hardware equipment repair.
  • Prioritizes work based on user and documents support.
  • Adheres to the defined methodology for documentation, implementation, and support.
  • Assist remote customers with hardware and software issues
  • Supporting off the shelf and custom applications that require a basic understanding of business process.
  • Ability to generalize, evaluate, and make decisions within the scope of their job responsibilities without immediate supervision.
  • Responsible for exhibiting professional behavior with both internal and external business associates that reflects positively on the company and is consistent with the company’s policies and practices.
  • Supports others in achieving high performance and ensure interactions with others demonstrate excellent behavior flexibility and effective communications skills.
  • Knows and understands the company’s cultural beliefs and ensure that performance is aligned.
  • Enforces all of HIPAA and is aware of the HIPAA breach process as well as the compliance requirements.
 
EDUCATION, SKILLS AND EXPERIENCE
  • Associate or Bachelor’s Degree in Computer Science, Information Technology/Systems, Engineering or related discipline with 1 or more years’ experience or a H.S. Diploma and 3 years of experience
  • 1-3 years of experience with troubleshooting (Tier II and III support) and installing hardware/software with computer systems.
  • 2 or more years exposure to a call-center environment and/or prior helpdesk experience. 
  • Excellent organization, oral & written communication skills.
  • Excellent customer service skills, ability to work after hours and on call as required.


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