Customer Tech Suppt Tech I

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Job Location (Full Address):
601 Elmwood Ave, Rochester, New York, United States of America, 14642
Opening:
Worker Subtype:
Regular
Time Type:
Full time
Scheduled Weekly Hours:
40
Department:
900084 ISD Customer Service Business
Work Shift:
UR - Day (United States of America)
Range:
UR URG 105 H
Compensation Range:
$20.34 - $28.51
The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.
Responsibilities:
Provides first level technical support for end-user computing devices, including desktops, laptops and mobile devices. Troubleshoots and resolves end-user device issues, either in-person or remotely, and assists with setup, configuration and maintenance of endpoint devices, escalating as needed. Acts as primary point of contact for end-users in resolving device-related OS, connectivity or application issues. Assists with setup, configuration and maintenance of endpoint devices.
ESSENTIAL FUNCTIONS
Responds to customer requests, received either via the Service Desk or directly from end-users, based on urgency and established service levels. Troubleshoots and resolves device-related OS, connectivity or application issues.
Assists with setup, configuration, and maintenance of endpoint devices.
Utilizes technical expertise to diagnose and resolve problems related to client technologies. Proactively identifies issues that can be handled before a ticket is submitted. Gathers feedback and addresses or brings to management.
Participates in project implementations by completing assigned tasks, providing appropriate communication to project managers and keeping track of progress, reporting back to project manager.
Maintains constant communication with team to ensure coverage of all calls. Ensures all sites are covered and if necessary, relocates to other sites to provide coverage.
Assists with testing and deployment of new and replacement systems, printers and other peripherals, ensuring customer satisfaction, accuracy, timeliness, and priority are all met.
Conducts 1:1 training with customers on the use of hardware and applications as needed.
Keeps abreast of current desktop and LAN technologies through continuing education, journal review, web searches, and formal seminar opportunities. Maintains working knowledge of wide range of applications and technologies.
Other duties as assigned.
MINIMUM EDUCATION & EXPERIENCE
High School diploma or equivalent and 1 year of relevant experience required
Or equivalent combination of education and experience
KNOWLEDGE, SKILLS AND ABILITIES
Ability to travel between work sites required
Flexibility to work shifts necessary to accommodate 24/7/365 coverage, which may include nights, weekends and holidays required
Exception customer service skills required
Strong communication skills required
Logical thinker with good problem-solving skills required
Knowledge of current operating systems for PCs preferred
Proficient in hardware break/fix and troubleshooting preferred
Knowledge of Mac computers, handhelds and other peripheral devices preferred
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