Support I Desktop - Erie - Pomeroy Technologies

    Pomeroy Technologies
    Pomeroy Technologies Erie

    1 week ago

    Description

    Job Summary


    This role will be expected to handle high-stress situations involving problem diagnosis and client relationship management.



    • Troubleshoot any problems or issues that arise with Windows and Macintosh desktops/laptops from the network drop to the desktop/laptop excluding security patches/updates;
      • Respond to alert notification or escalation of an issue from members of the VACO ITSS team, determining the probable cause of the issue and taking appropriate intervention actions to restore the Windows and Macintosh desktop/laptop to operational status;
    • Support technology-related issues in areas supported by performing various tasks as outlined below:

      1. • Responding to alert notifications or escalations related  to user devices;

      graphical-user-interface-level assistance with software applications including but not limited operating system updates for windows-based systems on both Apple products mac-based environments
      The employee must document troubleshoot corrective action taken during initial step resolutions
      The Position Requirements include:
      Assist customer service representatives (CSRs) via phone email chat ticket submit help questions utilizing strong written verbal communications skills answering technical troubleshooting questions installing configuring setting up hardware/peripherals ensuring compliance IBDP data migration processes ensure readiness consistent across departments teams/governance groups creation establish update policy procedure guidelines standards company-wide resulting best practices product upgrades/minimize future interruptions,

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