This job is the front line of contact for support with various technical issues and questions, supporting users via various channels such as telephone calls, chat, email, and online requests. The employee performing this job is required to communicate with the end user to diagnose, understand, isolate, and resolve a variety of issues dealing with hardware, connectivity, network infrastructure, computer systems, as well as proprietary and commercially available software.

RESPONSIBILITIES:

Provide front line technical support to local and remote users via calls, chat, email, and online support and service requests

Utilize technical skills, historical records, knowledge base, and other available tools to analyze and diagnose customer issues

Support commercial and customer specific applications and software

Support operating system and internet browser issues

Support desktops, laptops, mobile devices, printers, scanners and other hardware

Support wired and wireless network connections

Support network infrastructure issues affecting end users

Assist with password resets and account unlocks

Assist with set up, installation, and configuration of hardware and software

Diagnose, isolate, and resolve issues with network connectivity

Create, edit, and update documentation, instructions, and knowledge base articles

Utilize an incident tracking system to create, work, and resolve tickets

Clearly document description of issue and troubleshooting work done for escalation, review, and audit purposes

Effectively determine when to escalate issues to specialist teams

Provide excellent customer service to the end user

Communicate with supervisors, peers, and end users to effectively solve issues

Follow all company and department policies and procedures

Additional responsibilities may vary depending on the contract and position

REQUIRED SKILLS/EXPERIENCE:

Must have a High school diploma or equivalent and 2-3 years of relevant work experience or an Associates and 1 year of relevant experience.

Must have at least one year of experience in a Support desk / customer service environment.

Proven hardware/software troubleshooting experience

Proven experience providing effective and professional communication

Proven ability addressing technical issues via telephone, email, and chat

Demonstrated commitment to providing excellent customer service

Experience with common software and operating systems

Knowledge of IT support Best Practices

Ability to work independently and within a team environment

Ability to follow procedures under stressful conditions

Pre-Employment Screening: Drug screen and background check required.

Chase Professionals is an Equal Opportunity / Affirmative Action employer: All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, disability, sex, age, ethnic or national origin, marital status, sexual orientation, gender identity or presentation, pregnancy, genetics, veteran status or any other status protected by state or federal law.