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    Technical Support Agent - Phoenix, United States - American Iron & Metal

    American Iron & Metal
    American Iron & Metal Phoenix, United States

    13 hours ago

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    Description
    Job Description

    Strategy & Planning

    Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.

    Alert management to emerging trends in incidents.

    Acquisition & Deployment

    Deploy pre-packaged software as needed using automated deployment tools.

    Assist in software releases and rollouts according to change management best practices.

    Operational Management

    Assisting in providing Customer Service Agent support when request volumes are high.

    Act as an escalation point for advanced or difficult help requests.

    Build rapport with service desk customers.

    Escalate incidents with accurate documentation to suitable technician or vendor, when required.


    Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.

    Use remote tools and diagnostic utilities to aid in troubleshooting.

    Research solutions through internal and external knowledgebase as needed.


    Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.

    Install antivirus software and ensure virus definitions are up to date.

    Install approved software requests manually or using a deployment server

    Test fixes to ensure problem has been adequately resolved.

    Contribute to technician knowledgebase and training as needed.

    Reinforce SLAs to manage end-user expectations.

    Provide suggestions for continual improvement.

    Assemble, image, and configure workstations, laptops and servers according to client specifications and details

    Perform remote and onsite troubleshooting of hardware, software and networking issues for various clients

    Perform support fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and application

    Monitor corporate central ticketing system to ensure timely resolution of tech support issues within client defined SLA.

    Document any and all changes to client environments as well as applying the latest industry "Best Practices"

    Create new and follow existing check lists to ensure a consistent result for routine and common tasks within our proactive IT management services

    Proactively access software updates, drivers, knowledge bases and FAQ resources on the Internet/intranet to aid in client tech support problem resolution

    Assist Customer Service Agents with any tech support issues requiring assistance

    Other duties as assigned by upper management.
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