Hinman, Howard & Kattell, LLP Hiring for Customer Service Technician – Level 1 Technical Support Job at Binghamton, NY Full Time

This is a position for a skilled customer service-focused technician providing level one technical support to end users in an in-office professional environment. The candidate for this position will demonstrate strong critical-thinking skills, a calm and service focused demeanor and the ability to manage multiple priorities under stress.

• Leverage knowledge and experience to execute troubleshooting solutions when investigating unresolved issues; Diagnostic testing- using remote control tools to assume controls of a user’s system.

• Utilize the Ticketing System queue to ensure all tickets are completed in a timely manner.

• Maintain knowledge of fundamental operations of relevant software, hardware and other equipment.

• Timely escalation via email and verbal of unresolved incidents/requests to the proper level or application/systems support teams as needed.

• Identify and escalate situations requiring urgent attention.

• Stay current with system information, changes and updates.

• Knowledge of relevant call tracking applications.

• Contact vendors to place orders., request support and follow up on same.

• Administer, configure and provide Level I troubleshooting for telephone system.

• Help end users with printer setup and basic printing troubleshooting needs.

• Assist end users with corporate assigned mobile devices issues, setup and configuration.

• Work on data center hardware/software issues on an assigned or as needed basis.

• Maintain updates to the supply inventory.

• Ability to support remote and traveling users in a “hands-off” capacity via remote login and phone.

• PrepareDeploy computers/workstations with all of the necessary hardware and software components, and creates user accounts (as needed).

• Support the operation and setup of the workstations, printers, servers and network.

• Monitoring of Anti-Virus System and System Alerts.

• Support the operation of computer peripherals such as scanners, faxes, switches, wireless routers and mobile devices.

• Document re-occurring problems and identify the root cause to find solutions.

• Regular and reliable attendance.

• Work overtime on an as needed basis.

• Other duties as assigned.

Requirements

• High School degree required

• 3+ years minimum office andor technology experience

• Network+ Certification desired

• SCCM experience desired

• A+ Certification desired but not mandatory

• Strong critical thinking skills

• Basic knowledge of Microsoft Office (Word, Outlook, PowerPoint and Excel)

• Excellent oral and written communication skills

• Ability to prioritize and quickly resolve issues

• Desire to acquire a deeper technical understanding

• Customer service oriented at all times

• Organized and detailed oriented

• Works well in a fast-paced task driven environment

• Problem-solver

• Proactive

• Team-player

• Travel to branch office locations required as needed.

• Ability to work nights and/or weekends as needed.

Job Type: Full-time

Pay: $20.00 – $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Overtime

Work Location: One location