III. POSITION SUMMARY

Responds to and diagnoses service issues through discussions with users and is responsible for leveraging resources across all levels of the organizationProvide technical support to the user devices (Laptops, PCs, printers).Provide technical support to the shop floor devices (PCs, handhelds, label printers, printers).Provide support to critical meetings.

Responsible for the good deployment of the IT standards on hardware, software and processes.

IV. RESPONSIBILITIESFollows procedures in documenting customer issues, troubleshooting steps and resolution in the call tracking toolDiagnoses customer issues and assigns appropriate support, if outside scope of supportResolves issues and/or ensures resolution of issuesPromotes customer relations in tune with company plans and policiesInstalls and maintains hardware and softwareWorks with next level of support for the resolution of issuesConveys customers' perspective to project teams responsible for newly implemented products and existing product enhancements.

V. REQUIREMENTS

EducationAssociates or Bachelor's Degree preferred in a business/technical discipline, related vocational training, or related certification program or equivalent experience of 5-7 years related professional experienceExperience1-3 years related professional experienceExperience working on Windows 7, Windows 10 based devicesExperience working with Office toolsKnowledge on handheldsExperience supporting Engineering software (AutoCAD, Mechanical Desktop, etc.)Language SkillsEnglish (fluency in reading, writing and speaking)CertificationsCompTIA A+ (Preferred)Additional SkillsExcellent interpersonal relationshipUnderstanding in the support to ExecutiveAbility to monitor workload and prioritize call ticketsInstalling and maintaining customer equipment and/or softwareTroubleshooting customer problems at customer's deskDiagnosing, resolving and/or escalating problemsInterfacing with other groups to resolve problems and close issuesAssisting in data gathering and problem analysesPerforming the most advanced level of troubleshootingTraining/mentoring other associates and/or customers

VII. CORE

COMPETENCIESExcellent customer service skillsExcellent troubleshooting and problem solving skillsExcellent disposition to work with standards and follow processesAbility to effectively relate technical information to non-technical usersEffective team playerExcellent oral and written communication skillsWork with problems of moderate scope and complexity where analysis of the data requires an evaluation of identifiable factors in situations that may present some new materialExercises judgment within broadly defined practices and procedures. 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