Job Type: Full time, Contract to Hire
Pay: $21/hr
Location: Schnecksville, PA
Shift: Day, 8:00 AM - 5:00 PM
The Technical Support Representative will provide technical assistance and answers to users’ questions, assisting users by troubleshooting problems with computer hardware or software.
Duties / Responsibilities:
- Identifies, investigates, and resolves users’ problems with computer software and hardware.
- Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
- Manages computer equipment inventory, replacement cycle and related associate computer records.
- Installs, modifies, and makes minor repairs to computer hardware and software systems.
- Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
- Maintains system functionality by testing computer components.
- Helps design and implement networks.
- Consults with users to determine appropriate hardware and software needs and assists in placing orders.
- Maximizes computer systems capabilities by studying technical applications and making recommendations.
- Assist in testing compatibility of new programs with existing ones.
- Gathers data to identify and evaluate technical purchasing options.
- Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
- Assist in the evaluation of vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
- Assist Systems Analyst in larger technology related projects
- Installs software and necessary applications for workflow.
- Trains users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
- Maintains system capability by testing computer components.
- Carries out software, network, and database performance tuning.
- Documents hardware and software updates.
- Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
- Prepares reference material for users by drafting operation instructions
- Consults with users to determine steps and procedures taken to identify and resolve the problem.
- Applies knowledge of computer software, hardware, and procedures to solve problems.
- Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
- Collaborates with other staff to research and resolve problems.
- Collaborates with programmers to explain errors and/or recommend modifications in programs.
- Arranges service by software or hardware vendors to repair or replace defective products.
- Maintains knowledge of technology innovations and trends.
- Perform other duties as assigned.
Education and Experience:
- Associate degree or above in computer science, information systems, or related field
- Prior experience working on a Helpdesk, in IT, or similar technical function.
Knowledge, Skills and Abilities:
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Ability to prioritize and manage several milestones and projects efficiently
- Ability to explain technical issues to technical and nontechnical employees and customers.
- Strong analytical and problem-solving skills.
- Proficient with Microsoft Office Suite or related software.
- Proficient with or the ability to quickly learn an array of computer hardware and software.