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About the Role

A successful Biometrics Technical Support Engineer will serve as a single point of contact, delivering the highest level of customer service while supporting both IT and non-IT inquiries. The Service Desk is responsible for providing solutions by following established troubleshooting procedures and referencing Knowledge Base (KB) articles whenever possible. When further support is required, the specialist gathers all necessary information and routes the request on the user’s behalf to the appropriate team within First Advantage. Additionally, the Technical Support team monitors each request through to completion to ensure timely and effective resolution.

Responsibilities

Respond to requests/queries in person, via phone or electronically.
Monitor Helpdesk mailbox and assign to respective support resources on shift.
Monitoring of tickets and assignment of tickets as per the task assigned on a daily basis.
Provide end user support for all hardware and software.
Research issues and questions using available knowledgebase.
Diagnose and resolve issues reported via call, ticket or email.
Conduct daily follow ups on pending tickets to facilitate closure with adherence to SLAs.
Set up and configure desktops, printers, scanners, and other peripherals on shift basis.
Handle escalations and ensure they are quickly resolved.
Escalate issues to appropriate teams when required.
Develop relationships with points of contact across the organization.
May support basic training efforts for junior engineers and help in development of team.
End user account maintenance; including account creation, ongoing maintenance and deletion.
May support Active Directory administration to include but not limited to account and group creation/management.
Ensure proper documentation of ticket and ticket logging for all issues reported to helpdesk
Install and configure software.
Coordinate with vendors as needed.
Monitor uptime of servers.
Become familiar with Help Desk policies and procedures.
Develop daily reports to track team performance and update managers.
Become familiar with other internal departments, their systems and applications.

Requirements

Associate’s Degree or equivalent experience preferred (technical or analytical field a plus)
2+ years specializing in remote desktop support, systems administration, or IT Operations in a Windows environment
Systems Architecture and integration experience preferred (specifying hardware, network configuration, etc.)
Microsoft Office 2013 and above
Outlook 2013 and above
Knowledge of TCP/IP networking, and related network services (i.e. DNS, SMTP, DHCP, etc)
Previous work experience in a corporate environment
Experience supporting Outlook in a Microsoft Exchange environment
Experience supporting a variety of WiFi-enabled devices
Experience supporting remote users
Basic knowledge of thin client systems, network printers, citrix, terminal servers
Excellent communication skills and experience working in a global setup
Ability to clearly communicate technical concepts to non-technical people
Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures
Ability to multi-task in a fast-paced environment

Experience Level

2+ years

Education Level

Associate’s Degree or equivalent experience preferred

Salary/Compensations

$50,000-$62,000

Benefits

Professional development opportunities, such as our award-winning SOAR program
Generous Paid Time Off Program
Volunteer Time Off (VTO) Policy to encourage involvement in philanthropic activities
Competitive benefits (medical, dental, etc.)
Global Employee Assistance Program (EAP) available to all team members
Opportunities to connect with colleagues across six Employee Impact Groups and participate in Employee Experience events throughout the year

About the Company

First Advantage (Nasdaq: FA) is a leading provider of global software and data in the HR technology industry.
Enabled by its proprietary technology and AI, First Advantage’s platforms, data, and APIs power comprehensive employment background screening, digital identity solutions, and verification services.
With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organizations to hire smarter and onboard faster.
Headquartered in Atlanta, Georgia, First Advantage serves customers in over 200 countries and territories, modernizing hiring and onboarding on a global scale.
First Advantage is an award-winning global leader in identity and workforce solutions, delivering fast, reliable screening and ongoing monitoring at every stage of the employee lifecycle.
Guided by our values: Authenticity, Curiosity, Integrity, Teamwork, Customer-inspired.

Equal Opportunity

First Advantage is an equal opportunity employer.
We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation.
Employment decisions at First Advantage are based solely on qualifications, merit, and business needs.
We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.