Helpdesk and Technology Support
About the role
Job Summary: This is an onsite position that will provide support for our employees and support for our scanner hardware provided to customers. For employee support, this position is the first point of contact through our helpdesk as it relates to computer hardware, software, and application issues. This also includes supporting Operations and our System Administrators in performing troubleshooting and diagnostic techniques to restore service. For our scanner hardware, this position will handle distribution, repairs, and inventorying for the scanning hardware provided to our customers.
Duties and Responsibilities:
Equipment and Software Operational Support:
- Installs, configures and make operational personal computers, printers and other hardware on the network.
- Assists in the planning and installation of peripheral equipment.
- Analyzes, designs, develops, tests and implements workstation set up and operating environment.
- Provides guidance and training to staff in resolving problems and queries.
- Identifies computer hardware, software and telecommunications malfunctions and takes appropriate action to resolve issues ensuring data/system integrity.
- Analyzes problems (both technical and operational) and advises appropriate sources to resolve problems.
- Keeps track of computers and peripherals in IT Asset Management system.
- Basic troubleshooting for applications such as Adobe, Microsoft Office, etc.
IT Help Desk Support:
- Monitor the help desk queues and gather detailed information from customers to accurately assess and understand their technical issues.
- Analyzes problems (both technical and operational) and arrive at workable solutions.
- Dispatches other IT staff and vendor representatives to assist in resolving problems.
- Respond to requests for technical assistance in person, via phone, electronically. Identify and escalate situations requiring urgent attention - redirect problems to appropriate technical resources
- Utilization of Remote Desktop technologies for troubleshooting
- Participate in researching, evaluating, learning and testing new software and hardware.
- Write both end user knowledge documents and IT standard operating procedures.
Scanner Technology Support:
- Inventory Management and ensure that physical inventory matches what is in our ERP System.
- Support the Scanner Administrator to ensure transactional work is completed and accurate.
- Build and repair scanners to specs as required.
- Manage hardware returns and follow-up with customers that we are awaiting hardware.
- Ensuring all customer related contact activity is logged accurately against customer account in CRM system
- Liaising with customers and internal staff on processing of New Agreement, Returns and Warranty/Non-Warranty work.
- Interacts with IT, Accounting, International CS, Sales, Inventory and Shipping departments on a daily basis.
- Take overflow phone calls from our phone system and document call back information to be forwarded queue team members to address.
- Ensuring hard copy paperwork is scanned and stored in the system on a timely basis.
- Maintain an efficient, safe and respectful work environment for all employees.
Requirements and Qualifications:
- Computer related Diploma/Degree
- Bilingual (English/Spanish) a plus
- Experience with user management in Active Directory, Azure and Office 365
- Experience with Mobile Device Management like Microsoft Intune or Jamf Pro.
- Experience with desktop administration
- Experience with remote desktop support such as Bomgar or GoTo Assist
- 3+ years’ experience in a technical support role
- Must have Technical Analysis, Computer Hardware Technician, Help Desk/Desktop Support, Network Support, Windows Support skills
- Very detailed and team oriented individual with strong written and verbal English communication skills.
- Ability to troubleshoot technical issues with a broad range of end user computer literacies.
- Ability to work independently with little supervision.
- Possess a calm demeanor in working with sometimes stressed end users.
- Experience supporting RingCentral a plus
- Networking: LAN/WAN, TCP/IP, DHCP, DNS, DDNS, SNMP, SMTP a plus
Working conditions/ Physical Demands: The physical demands and work environment described here are representative of those that an employee must meet or will encounter in successfully performing the primary functions of this job.
- Frequently required to sit; repetitive use of hands and fingers; gripping; short distance reaching with hands and arms; talk and hear.
- Occasionally required to stand and walk or lift/move up to 50 pounds
- Required to use close and distance vision and be able to adjust focus
- Mixture between common, clean, office conditions with a typically quiet noise level and dusty manufacturing area with loud noise level
Helpdesk and Technology Support
About the role
Job Summary: This is an onsite position that will provide support for our employees and support for our scanner hardware provided to customers. For employee support, this position is the first point of contact through our helpdesk as it relates to computer hardware, software, and application issues. This also includes supporting Operations and our System Administrators in performing troubleshooting and diagnostic techniques to restore service. For our scanner hardware, this position will handle distribution, repairs, and inventorying for the scanning hardware provided to our customers.
Duties and Responsibilities:
Equipment and Software Operational Support:
- Installs, configures and make operational personal computers, printers and other hardware on the network.
- Assists in the planning and installation of peripheral equipment.
- Analyzes, designs, develops, tests and implements workstation set up and operating environment.
- Provides guidance and training to staff in resolving problems and queries.
- Identifies computer hardware, software and telecommunications malfunctions and takes appropriate action to resolve issues ensuring data/system integrity.
- Analyzes problems (both technical and operational) and advises appropriate sources to resolve problems.
- Keeps track of computers and peripherals in IT Asset Management system.
- Basic troubleshooting for applications such as Adobe, Microsoft Office, etc.
IT Help Desk Support:
- Monitor the help desk queues and gather detailed information from customers to accurately assess and understand their technical issues.
- Analyzes problems (both technical and operational) and arrive at workable solutions.
- Dispatches other IT staff and vendor representatives to assist in resolving problems.
- Respond to requests for technical assistance in person, via phone, electronically. Identify and escalate situations requiring urgent attention - redirect problems to appropriate technical resources
- Utilization of Remote Desktop technologies for troubleshooting
- Participate in researching, evaluating, learning and testing new software and hardware.
- Write both end user knowledge documents and IT standard operating procedures.
Scanner Technology Support:
- Inventory Management and ensure that physical inventory matches what is in our ERP System.
- Support the Scanner Administrator to ensure transactional work is completed and accurate.
- Build and repair scanners to specs as required.
- Manage hardware returns and follow-up with customers that we are awaiting hardware.
- Ensuring all customer related contact activity is logged accurately against customer account in CRM system
- Liaising with customers and internal staff on processing of New Agreement, Returns and Warranty/Non-Warranty work.
- Interacts with IT, Accounting, International CS, Sales, Inventory and Shipping departments on a daily basis.
- Take overflow phone calls from our phone system and document call back information to be forwarded queue team members to address.
- Ensuring hard copy paperwork is scanned and stored in the system on a timely basis.
- Maintain an efficient, safe and respectful work environment for all employees.
Requirements and Qualifications:
- Computer related Diploma/Degree
- Bilingual (English/Spanish) a plus
- Experience with user management in Active Directory, Azure and Office 365
- Experience with Mobile Device Management like Microsoft Intune or Jamf Pro.
- Experience with desktop administration
- Experience with remote desktop support such as Bomgar or GoTo Assist
- 3+ years’ experience in a technical support role
- Must have Technical Analysis, Computer Hardware Technician, Help Desk/Desktop Support, Network Support, Windows Support skills
- Very detailed and team oriented individual with strong written and verbal English communication skills.
- Ability to troubleshoot technical issues with a broad range of end user computer literacies.
- Ability to work independently with little supervision.
- Possess a calm demeanor in working with sometimes stressed end users.
- Experience supporting RingCentral a plus
- Networking: LAN/WAN, TCP/IP, DHCP, DNS, DDNS, SNMP, SMTP a plus
Working conditions/ Physical Demands: The physical demands and work environment described here are representative of those that an employee must meet or will encounter in successfully performing the primary functions of this job.
- Frequently required to sit; repetitive use of hands and fingers; gripping; short distance reaching with hands and arms; talk and hear.
- Occasionally required to stand and walk or lift/move up to 50 pounds
- Required to use close and distance vision and be able to adjust focus
- Mixture between common, clean, office conditions with a typically quiet noise level and dusty manufacturing area with loud noise level