Technical Support Engineer

Columbia, Maryland

JOB SUMMARY:

The Technical Support Engineer is responsible for providing remote technical assistance and support related to computer systems, hardware, and software for ThriveDX. The technician responds to phone calls, tickets, chat and other communication methods to resolve problems and implement solutions. You will work closely with your peers in a remote environment and be part of a fantastic team. When you encounter issues that extend beyond Tier I, you will need to escalate and work with the appropriate teams to resolve them.

DUTIES AND RESPONSIBILITIES:

Desktop maintenance throughout the lifecycle of equipment (Procurement, deployment, inventory, management, protection and disposal).

Handling service desk tickets/requests for ThriveDX and meeting the SLA defined by the business.

Supporting ThriveDX employees by participating in the IT on-call rotation.

Communicating with computer users on status of issues and understanding the needs they have in relation to technology.

Ensuring all computers are set up with established programs/configurations using AutoPilot and MS Azure in compliance with ThriveDX company policy and procedures

PC Repair, Shipping and receiving of endpoints to personnel and warranty depot.

Exceeding the expectations of end users while resolving their technology issues in a timely manner.

Create and document IT processes and procedures for the Knowledge Base relating to end user and IT troubleshooting.

Work with the IT Team to consolidate and simplify any systems and processes where it makes business sense and where efficiencies can be gained

Other duties as assigned.

QUALIFICATIONS:

CompTIA A+ Certification, or equivalent, preferred

HDI Certification preferred

1+ Experience working in a customer support environment, preferably in a tech support role

Prior experience working with Jira is desired but must have experience with ticketing systems and Help Desk tools such as remote control

Proficiency with MAC and Windows computers required

Highly organized, as to keep Help desk tickets up to date and closed out in a timely manner

Experience in hardware, software, cloud based applications, with equivalent training and/or education is necessary

Customer service training and/or experience are preferred

Ability to handle confidential information in an appropriate manner

Customer interactions should be handled with diplomacy and tact

Individual should be able to gauge the customer's technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending

Ability to work independently or in a team setting is necessary

Ability to learn and support new and fast-changing technologies

Familiarity with a wide range of standard office automation products

Ability to work remotely while staying on task

Must have reasonable accommodations to work remotely in an environment conducive to provide world class customer support.