ACS/Workstation Technical Support Representative
Description -Job Summary This role is responsible for independently handling complex customer issues, resolving intricate technical problems related to hardware and software, and providing comprehensive responses about services, products, and technical matters. The role guides customers proactively and maintains customer relationships, while also coordinating work and leading complex requests. The role also contributes to process improvements, and mentors lower-level roles for optimal organizational performance.
Responsibilities Addresses complex customer issues independently, ensuring adherence to established protocols.
Resolves difficult and complex technical problems related to hardware and software through interactions with customers and proactive notification systems.
Provides comprehensive responses to questions about services, products, technical matters, and customer relations, including features, specifications, and repairs, for both current and obsolete products, components, and options, in alignment with customer entitlement, such as warranty coverage through mission-critical support.
Guides customers proactively to mitigate or prevent the occurrence of problems, while also participating in initiatives aimed at enhancing processes or ensuring quality improvements.
Establishes and maintains trusted relationships within customer accounts across the spectrum of technical users.
Provides resolutions and feedback by performing root cause analysis of outages and trends to address issues promptly and effectively.
Coordinates departmental work, identifies improvement opportunities, and ensures effective business controls for streamlined processes.
Leads and assigns responsibilities for complex requests, contributing innovative concepts, and implementing changes for process improvement.
Proactively monitors and troubleshoots complex problems, collaborating with exempt-level employees to develop recommendations.
Analyzes tasks, collaborates with internal partners, and provides mentoring and guidance to lower-level roles, aiming to enhance organizational performance.
Education & Experience Recommended High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
Typically has 8+ years of related work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.
Knowledge & Skills Active Directory
Agile Methodology
Automation
Computer Hardware
Computer Science
Desktop Support
Help Desk Support
Information Technology Infrastructure Library
Issue Tracking
IT Service Management
Linux
Microsoft Azure
Microsoft Office 365
Microsoft Windows 10
Operating Systems
Peripheral Devices
Scripting
ServiceNow
Technical Support
Windows Servers
Cross-Org Skills Effective Communication
Results Orientation
Learning Agility
Digital Fluency
Customer Centricity
Impact & Scope Impacts multiple departments and leads large, cross-division functional teams or projects.
Complexity Works on assignments that are highly complex in nature where a strong degree of initiative and technical knowledge are required to resolve problems.
Disclaimer This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
The pay range for this position is $24 to $34 per hour (applies to US candidates only). Pay varies by work location, job-related knowledge, skills, and experience.
Benefits:HP offers a comprehensive benefits package for this position, including:
- Health insurance
- Dental insurance
- Vision insurance
- Long term/short term disability insurance
- Employee assistance program
- Flexible spending account
- Life insurance
- Generous time off policies, including;
- 4-12 weeks fully paid parental leave based on tenure
- 13 paid holidays
- 15 days paid time off (US benefits overview)
The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.
Job -Services
Schedule -Full time
Shift -Shift 1, 0% premium (United States of America)
Travel -Relocation -Equal Opportunity Employer (EEO) - HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).
Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.
For more information, review HP's EEO Policy or read about your rights as an applicant under the law here: "Know Your Rights: Workplace Discrimination is Illegal"
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