Onsite
JR Desktop Technical Support Representative
575 UNDERHILL BLVD, Syosset, NY, USA - 11791
Contract
Job Description:
Position Summary
This position provides technical support to the enterprise. The function covers incident management response and restoration; determination of issue priority, provisioning, and service request fulfillment; installations, upgrades, and releases/deployments; problem management analysis and resolution; and data center construction, operations, and maintenance. The role follows a basic, structured, standard approach to work and answers and resolves technical issues through calls in a 24x7 operation.
Key Responsibilities
- Manage the resolution of inbound technical contacts, balancing customer service, support, and issue resolution against a call handle time goal.
- Use the Knowledge Base and assign issues to the appropriate support group as needed.
- Diagnose hardware, software, and network connectivity issues, including LAN, WAN, and VPN access, in a Windows 10 environment, offering a variety of Level 1 to 2 solutions over the phone.
- Troubleshoot product-specific and corporate applications (MS Office Suite, Tableau, Rightfax, enterprise-supported browsers, Java plug-ins, etc.).
- Translate complex technical concepts into easy-to-understand language for non-technical customers.
- Accurately, quickly, and efficiently record all customer interactions in an incident management tracking tool.
- Adhere to policies and procedures for safeguarding protected information, such as PHI/PII, and for access to corporate systems.
Required Qualifications
- 1+ years as a technical support representative or in a tech-related role.
- Proven good communication skills.
- A highly developed sense of integrity and commitment to customer satisfaction.
- Ability to diagnose issues in a Windows 10 environment, including LAN, WAN, and VPN.
- Ability to work in a 24x7 call operation.
Schedule and Performance Expectations
- Adhere to a solidly regimented schedule (start/end times, lunches, breaks, non-production time, etc.).
- Meet or exceed metrics for ticket and contact quality, first call resolution, schedule adherence, and call handle time.
AI Skills
All contractor resources are expected to demonstrate baseline proficiency in enterprise-approved AI tools as part of their day-to-day responsibilities, including:
- Consistent Use: Maintain a minimum of 90% weekly usage of AI tools such as GitHub Copilot, Microsoft 365 Copilot, and other GenAI platforms approved by the enterprise.
- Applied Productivity: Leverage AI tools to enhance coding, documentation, data analysis, and decision-making workflows.
- Continuous Learning: Stay current with evolving AI capabilities and features, and apply them to improve delivery quality and velocity.
