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The Technical Support Representative is the first line of support for all internal desktops, laptops, other device management, and maintenance. He/She is responsible for interacting and supporting all users that are assigned to them so that they resolve all desktop related issues that arise in a responsible, efficient, and timely manner. This position requires on-call support to perform maintenance activities during non-business hours. This position reports to the Manager of IT Support Services.

Work Hours: The person in this role is expected to be available for a variety of shifts ranging from 8AM-5PM to 12PM-9PM dependent upon business needs. Each technician will have a turn at being on-call, including weekends.

Key Responsibilities include:

• Utilize a ticket system for issue/problem response, logging, and resolution

• Daily upkeep of inventory counts/quality, sales floor, and storage appearance.

• Provide first level diagnosis for potential resolution for hardware and software issues

• Face-to-Face and phone/remote support with sales agents up to Executive team members

• Receive and re-deploy employee equipment daily

• Assist with desktop/laptop imaging and audio/visual requests, as needed

• Perform equipment moves, equipment upgrades, and/or repairs as needed

• Process intermediate Active Directory tasks up to and including terminations and new hires

• Connect new workstations to network and host systems

• Any other activities assigned by your manager

What you need to be successful:

• Demonstrate an upbeat, positive attitude

• Possess a heightened drive to succeed above and beyond the call of duty

• Experience working both Face-to-Face and phone / remote technical support

• Experience working with a variety of employee roles/departments.

• Intermediate knowledge of the Microsoft Office Suite (O365), Active Directory, Windows, and Mac OS

• Familiar with LAN, WLAN, VLAN, and basic network concepts.

• Excellent customer service skills

What we would love to see:

• Proven experience working under pressure requiring high attention to detail and communication.

• Applicable certifications, namely A+, Network+, Security+, and or Windows/Mac OS certifications

TRANZACT, a WTW Company, is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Equal Opportunity Employer / Disability / Vet (https://cdn-static.findly.com/wp-content/uploads/sites/478/2019/03/Equal-Opportunity-is-the-Law-Poster-Supplement.pdf)