Software Support Technician
The IT Support Technician will answer calls, emails, and service tickets providing Level I or Level II troubleshooting support. Must have basic hardware, software, and network troubleshooting skills. Be able to identify customer needs and provide the steps and direction necessary to resolve problem(s) in a changing Information Technology environment. Must follow company and customer procedures as needed or where provided and maintain best security or business practices.
Typical Responsibilities:
Serve as first point of contact for customers seeking technical assistance over the phone or ticketing system
Perform remote troubleshooting and assess customers’ needs for final resolution of service issue.
Route unresolved issues to the next level of support personnel.
Maintain detailed records on all communication with customers, problem solving and resolutions in ticketing system.
Qualifications & Skills:
Excellent customer service
Hardware & Network troubleshooting knowledge
Microsoft Windows troubleshooting knowledge
Microsoft Office proficiency
Problem Solving/Analysis.
Education:
Associate’s degree in related field (Preferred) not required.
Working Conditions, Position Type & Hours:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and relevant machines. This is a full time or part time position. Hours of work are depending on shift and schedule, 40 hours per week for full time or 20 hours per week for part time. Occasional overtime.
Location:
Utica, NY