Job Summary:

While technical in nature, this is also a customer-centric role. Our customers being other internal associates of Engineered Floors, LLC. Incumbents in this classification are responsible for providing on-site and remote technical support for personal computer users. Provides 24/7 support for all hardware and software problems. Work is to be performed with limited supervision. This role is the first level of a two-tiered Support Specialist structure.

Essential Duties & Responsibilities:

• Provide desk side and remote support to end users, being the first point of contact for fault correction and resolution of requests.
• Install and configure hardware and software components to ensure usability, including (but not limited to) operating systems, computers, tablets, mobile phones, peripheral devices, software applications, wireless networks and accessories (printers, keyboards, scanners, monitors and/or other related equipment, etc.).
• Install and configure hardware and software components to ensure usability.
• Maintain records of computers and assigned users and maintain records of customer service calls and services (Manage Engine Service Desk Plus Help Desk ticketing system), documenting, updating, and closing requests according to defined service level requirements.
• Manage technical documentation.
• Monitor and maintain applicable inventory, processes incoming items, and prepare items for transfer and set up at applicable internal locations.
• Perform administrative tasks related to computer operations which may include maintaining user profiles, setting up and resetting user names and passwords, locking/unlocking accounts, and/or other related activities.
• Perform tests and evaluations on new software and hardware.
• Repair or replace damaged hardware.
• Train end users on processes and procedures of computer usage.
• Troubleshoot hardware, software, and connectivity issues (escalating to next-tier Support, Operations, or Applications/Development teams, if necessary).
• Upgrade systems to ensure software compatibility on all computers.
• Establish good relationships with all departments and colleagues.
• Perform other duties as deemed necessary by management, adhering to all safe work practices in the process.
• Duties listed are not intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Some duties may crossover to Tier II Support duties. Incumbent(s) may not be required to perform all duties listed, but may be required to perform additional, position-specific duties).

Performance Expectations (if applicable):

• Must perform all duties and assignments as assigned by the management team.

Experience/Education Requirements:

• High School Diploma or G.E.D. supplemented by two years of previous experience involving computer software user support and customer service or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
• CompTIA A+ Certification (Preferred but not required)
• Must have a high level of customer service mindset.
• Good analytical and problem-solving skills. Good understanding of basic business processes.
• Individual in this role is a self-motivated self-starter having the ability to prioritize/manage help desk requests, meet deadlines, and manage changing priorities.
• Perform at levels in-line with others in this role.
• Proven ability to be flexible and work hard, both independently and in a team environment, in a high-pressure on-call environment with changing priorities.
• Willingness to work occasionally outside of normal business hours.
• Excellent English - oral and written communication skills.
• Valid Driver's License
• Working experience or seeking degree or degrees in related field. Knowledge of personal computer hardware and software, applicable operating systems, networking principles, network design and operation principles and concepts, technology security models, basic computer networking principles, telecommunications equipment, and customer service principles.
• Skill in providing customer service, configuration, installation, testing, and troubleshooting of PCs and applicable hardware & software, wireless telecommunication devices and wireless networks, communication, and reading and interpreting technical manuals and communication and interpersonal skills as applied to interaction with coworkers, management, etc. sufficient to exchange or convey information and to receive work direction.
• Work in an office environment on-site at a workstation/computer for the full shift.

Other Requirements:

• Positions in this class typically require stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, grasping, talking, hearing, seeing, and repetitive motions.
• Heavy Work: Exerting up to 100 pounds of force occasionally and/or up to 50 pounds of force frequently and/or up to 20 pounds of force constantly to move objects.