The General IT Support Technician (L3)  will be required to support each line of business on a dedicated basis. Recommended requirements: 

Role Description

• Serve as the first point of contact for customers seeking technical assistance in person at walkup support locations, over the phone, remote connection software, chat, and email
• Flexible, able to multitask, and prioritize reported issues
• Provide a high level of customer service to users seeking problem resolution
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in internal ticketing systems
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Logistics responsibilities include providing overall management in daily administration, asset distribution/ setup, and shipping/ receiving. Inventory of storage spaces, stocking, and maintenance of IT vending machines.
• Level 1 video conferencing support including troubleshooting of video conferencing equipment and inspection of video conferencing spaces and technical support of event spaces and events.
• Proven experience in end-user network troubleshooting tools and practices, including a basic understanding of network infrastructure
• Act as the local escalation point for level 1 and level 2 technicians. Be a liaison for escalations to the local or regional FTE and cross-functional partners.

• Proven experience as a help desk technician or IT support technician
• Excellent understanding and troubleshooting resolution skills of computer systems, mobile devices and other tech products including mobile device management (MDM), iOS/ Android, Mac, Windows, and Linux operating systems.
• Ability to diagnose and resolve complex end-user technical issues
• Proficiency in English, excellent task management, verbal, and written communication skills
• Customer-oriented technical professional
• Technical support professional with extensive years in the IT technical support field focused on end-user support