Technology Support Technician

Description:
• Provide first level technical support to resolve problems with products and applications by meeting customer service, call quality, and incident logging standards.
• Perform tracking and documentation by entering details of problems, status of service requests, and resolutions into the company incident management system.
• Analyze and prioritize incoming requests. Attempt to resolve problems by applying documented solutions and route problems as necessary to appropriate resource.
• Monitor resolution of incidents to achieve closure and provide status updates to associates and technical support team.
• Perform and document break/fix repairs on PCs, thin clients, printers, servers, mobile devices, handheld devices, and software applications to resolve incidents.
• Initiate and support third-party vendor services, as necessary. Dispatch additional service from vendors, if required.

Requirements:
• 2 years of IT experience in a support or operations environment working with PC or client/server platforms and/or hardware
• 2 years of experience providing first level support for IT systems in a corporate setting, including diagnosing, troubleshooting, and resolving incidents
• High school diploma or GED
• 2 years of experience working with defect or incident tracking software
• 2 years of experience in software installation and support
• 2 years of IT experience in the retail industry
• CompTIA A+ Certification
• Associate's degree in computer science, computer information systems, or related field

Benefits:

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