This Tier 1 Technician role is primarily responsible for imaging, cloning and initial setup of customer computers utilizing industry standard practices for data backup and imaging of Windows, Mac and Chrome based machines. This role will also be to maintain store inventory and ordering of products for issues or requests that arise. This position is an in-person position in either our Wahpeton, ND, or Fergus Falls MN offices.
Basic Functions: • Deploying standardized operation system images to workstations while updating and maintaining image libraries for various computer models. • Customer Service for non-emergency and emergency hardware requests requested to maintain agreements and hardware replacement. • Coordination of ordering, receiving, inventorying and management of product stock with price analysis in mind. • Provide basic technical support to end-users to trouble shoot and resolve their hardware and software issues. • Maintain accurate and up-to-date documentation for standard system operation processes and procedures. • Collaborate with IT teams to ensure compatibility and interoperability of hardware with software and end user requirements. • Install, configure, and update software applications to maintain customer standard workstations. • Create invoices for customer equipment and work completed.
Additional Duties and Responsibilities: • Improve customer service, perception, and satisfaction. • Fast turnaround of customer hardware and software to meet agreed service levels. • Escalate service requests that cannot be scheduled within agreed service levels. • Ability to provide basic troubleshooting for incoming customer requests. • Ability to work in a team and communicate effectively via phone, email, or message. • Provide basic remote support to end-users through various communication channels. • Responsible for entering time, product, and work into PSA system as they occur. • Regularly assess and update imaging processes to incorporate recent technologies and best practices. • Ordering, procurement, inventorying, and shipment of customer required products. • Other duties as assigned.
Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Basic computer and operating system knowledge. • Interpersonal skills: such as telephone skills, communication skills, active listening, and customer care. • Ability to multi-task and adapt to changes quickly. • Technical awareness: ability to match resources to technical issues appropriately. • Knowledge and understanding of image deployment solutions. • Knowledge of hardware interoperability with workstations. • Understanding of support tools, techniques, and how technology is used to provide services. • Self-motivated with the ability to work in a fast-moving environment.
Educational/Vocational/Previous Experience Recommendations: • BA/BS, preferably in computer science, business administration or a related field. • MBA/MS preferred but not required. • 2 years of IT or customer service experience.
Benefits: • Competitive pay based on experience and qualifications. • Performance-based incentives with generous bonus levels. • Health benefits paid by employer, vision and dental optional. • Paid vacation, sick and holidays. • 401(k) Matching Plan • Continuing Education budget ($1,800 yearly) • Certification Matrix with pay added to base salary • Cell Phone Reimbursement • Full on the job training & support. • Fun working environment and culture. • Great opportunity for advancement.