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About the Role
As a Tech Support professional, you will assist customers and clients with everyday computer issues, either remotely or on-site. Your responsibilities include ensuring computer equipment adheres to guidelines, maintaining terminals and peripherals, troubleshooting network errors, and providing essential technical support. You will be the go-to authority for repairing malfunctioning equipment and supplying necessary technical assistance. This role also involves installing and maintaining PCs and peripheral equipment, participating in network planning, and contributing to the establishment of voice and data networks. Being on-call for after-hours technical support is a key aspect of this position.
Responsibilities
- Install hardware and peripheral equipment, following design or installation specifications.
- Consult with staff, users, and management to determine hardware requirements.
- Respond to computer users’ inquiries, complaints, and requests for technical assistance.
- Prioritize service delivery as appropriate.
- Provide technical assistance, including making repairs to PCs and related equipment, instructing users, referring to manufacturers or service vendors, and recommending replacement.
- Research and recommend hardware to meet needs for various computer systems implementations.
- Test and monitor software, hardware, and peripheral equipment to evaluate use, effectiveness, and adequacy of products for users.
- Assist in planning network installations and establishing voice and data networks.
- Document the network by labeling and routing equipment and cables, recording configuration diagrams, and specifications.
- Maintain customer rapport by addressing concerns and answering questions related to NEC and Shortel voice/telephony equipment.
- Update job knowledge by participating in educational opportunities and reading technical publications related to NEC and Shortel voice/telephony equipment.
- Perform other duties related to NEC and Shortel voice/telephony equipment as needed.
Requirements
- Technical writing and documentation skills.
- Demonstrated ability to achieve successful outcomes in handling difficult situations.
- Knowledge of information technology products and services.
- Initiative and ability to act independently to resolve problems.
- Ability to manage multiple priorities and follow through on projects to completion.
- Familiarity with Windows Server, Windows Networking, TCP/IP, and desktop hardware.
- Knowledge of Microsoft Windows 7, 8, 10, and Office 2013, 2016 suite.
- Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve.
- Experience working in a health clinic and hospital environment.
- Ability to lift and carry computer equipment and peripherals.
- Ability to work in various physical positions, including standing, sitting, and kneeling.
Skills
- Information systems and networking skills
- PC and printer support on a network
- NEC and Shortel voice/telephony equipment support
Location
- Corporate - Oneida, NY
Work Type
- Full Time
- Days
- On-call for after-hours technical support
Experience Level
- 3+ years of tech support experience
Education Level
- Associate's degree or its equivalent
Salary/Compensations
- $22.00 - $27.94 Hourly