JR PC Technical Support Specialist

Duties and Responsibilities:

• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interviews users to collect information about problems and leads user through diagnostic procedures to determine source of error.
• Determines whether the ticket is a problem or request and categorizes the ticket appropriately.
• Handles problem recognition, research, isolation, resolution and follow-up for routine and user problems.
• Logs and tracks calls using the problem management database and maintains history records and related problem documentation.
• Escalates incidents and problems to the appropriate individuals/teams and notifies supervisor by phone, text or in person conversation when escalation occurs. Follows up with other support teams and supervisor per stated IT Escalation policies.
• Provides support for the deployment, maintenance, and repair of scanning and printing equipment at distribution centers. Responds promptly to requests via phone, email, and the EasyVista ticket system. Offers loaner equipment as needed and coordinates the shipment of hardware to repair facilities when necessary.
• Provides B2B portal Web Page Access support for dealers and distributors in English.
• Ensures that warranty and service calls are placed for broken equipment within 24 hours of problem identification.
• Monitors the service technician to ensure that AKM policy is followed.
• Records warranty and service calls in the online ticket system.
• Completes vendor RMA forms for returning equipment and prepares equipment for shipping.
• Receives new hardware, confirms the receipt of each item that is listed on the Packing Slip, and ensures that receipt is recorded in the AtYourService Ticket System.
• Applies Asset Tags to incoming hardware as directed and reports serial number for each Asset Tag.
• Responsible for recording and reporting serial numbers for all hardware asset movement in the AtYourService Ticket System.
• Installs new hardware and software.
• Properly disposes of end-of-life hardware and software media.
• Manages Microsoft Windows Services Updates to insure that Required, Critical and Security updates are applied to all KMC Workstations.
• Enforces KMC End Point Security policies by ensuring that the designated virus scan utility is installed on all KMC workstations, that the utility and virus signature files are current, and by responding promptly and appropriately to endpoint malware/virus issues.
• Participates in team meetings, identifying outstanding problems and requesting assistance and escalation where appropriate.
• Maintains schedule coordinated with Supervisor and provides advanced notice for all foreseeable conflicts to insure staffing during documented Help Desk support hours during normal business hours - 4 AM - 7 PM PT (7 AM - 7 PM ET).
• Participates in KMC after hours support as scheduled by Supervisor.

Education and Experience:

High school diploma or general education degree (GED) is mandatory; a bachelor's degree (BA/BS) or equivalent from four-year college is preferred; and minimum one to two years related experience and/or training in a help desk environment; or equivalent combination of education and experience.

Skills and Qualifications:

To perform this job successfully, you must be able to perform each essential duty satisfactorily. The items listed below are representative of the knowledge, skill, and/or ability required.

• Exhibits excellent oral and written communication skills.
• Has excellent customer services skills and is customer satisfaction driven.
• Demonstrates the ability to successfully prioritize and organize multiple, competing tasks.
• Extremely detailed and deadline oriented.
• Brings energy and enthusiasm to group or team efforts.
• Demonstrates a strong individual ability to perform problem isolation and determination using available tools and research as needed to resolve issues quickly and correctly.
• Has the ability to learn and master new applications and technologies related to desktop computing and to be able to pass this knowledge on to others as needed.
• Solid knowledge and experience working with Microsoft's suite, desktop and cloud ERP and CRM application software and advance networking capabilities.

Salary range: $26.00 - $29.00 per hour