IT Support Technician

SCOPE

This position provides accurate and timely technical support services for all ScooterBug/Best Lockers products. Troubleshoots hardware/software and supports the customer through professional phone and email interaction. Provides excellent customer service while finding and implementing technical solutions in a hospitality-based IT environment.

KEY RESPONSIBILITIES

• Primary phone support for customers calling to the Technical Help line during day and on-call shifts
• Monitors the Support email inbox, ticketing system queue, and alerting systems; creates tickets for Alerts (when applicable) and customer requests
• Provides outstanding service to internal and external customers
• Provides customer updates standards for unresolved issues.
• Updates call tickets, logs, and databases with detailed and timely information
• Develop and maintain technical support documentation
• Participate in the on-call rotation.

REQUIREMENTS

• Associate degree with experience in installing, configuring, and repairing personal computers and related peripherals, or 3 years’ experience in computer and electronic technical support, or a combination of these
• Customer service experience in a helpdesk or computer-related environment
• Advanced knowledge of Microsoft Office products (Outlook, Word, Excel)
• Excellent problem-solving skills with solid understanding of networking, desktop hardware, and software
• Experience troubleshooting 5 and 12-volt circuits as well as RS-232 and RS-485 communications
• Able to work independently and with other team members with little direct supervision.
• Ability to effectively collaborate with site installation teams, Field Support, Sales Management, Operations teammates and Finance Group.
• Ability to maintain poise and professionalism when talking with external customers during outage events, when they may be under stress, so that you can gather information and work to resolve problems during difficult situations

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While preforming the duties of this job the employee is regularly required to communicate and exchange information; stay in a stationary position for prolonged periods of time; move; operate computer and office equipment; dexterity to operate hand tools and light power tools; and reach with or without reasonable accommodation.

This position requires the ability to occasionally lift office products and supplies, up to forty pounds.

REQUIREMENTS

• Associate degree with experience in installing, configuring, and repairing personal computers and related peripherals, or 3 years’ experience in computer and electronic technical support, or a combination of these
• Customer service experience in a helpdesk or computer-related environment
• Advanced knowledge of Microsoft Office products (Outlook, Word, Excel)
• Excellent problem-solving skills with solid understanding of networking, desktop hardware, and software
• Experience troubleshooting 5 and 12-volt circuits as well as RS-232 and RS-485 communications
• Able to work independently and with other team members with little direct supervision.
• Ability to effectively collaborate with site installation teams, Field Support, Sales Management, Operations teammates and Finance Group.
• Ability to maintain poise and professionalism when talking with external customers during outage events, when they may be under stress, so that you can gather information and work to resolve problems during difficult situations

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While preforming the duties of this job the employee is regularly required to communicate and exchange information; stay in a stationary position for prolonged periods of time; move; operate computer and office equipment; dexterity to operate hand tools and light power tools; and reach with or without reasonable accommodation.

This position requires the ability to occasionally lift office products and supplies, up to forty pounds.