Responsible for troubleshooting complex hardware, software, email and other network issues. Takes lead and participates in several projects annually. Actively takes part in developing processes directly affecting the desktop and end user computing experience while working with other regional desktop representatives towards global policies and procedures.

A resource with specified knowledge of IMX processes, products, and hardware that provides support for external and internal clients. This SCT addresses escalated requests utilizing higher level problem solving skills and often develops or enhances company distributed knowledge base articles. The primary focus for this position involves assessment of escalated support requests from varied sources including: email, telephone, and ticket submissions. The SCT will continue to identify pertinent information regarding the client’s request, initiate and/or update documentation within ticket submissions.Responsibilities• Provides support to internal and external users on a variety of issues. • Responds to telephone, email, and other requests for software and technical support; escalates urgent problems requiring more in-depth knowledge to appropriate internal resources.• Identifies, researches, resolves and develops technical solutions related to proprietary software and related products for internal and external clients.• Documents, tracks, and monitors problems to ensure a timely resolution. Where no resolution exists, the SCT creates or modifies alternate workaround solutions and offers suggestions to the client.• Manages inventory and RMA processes for internal or external clients.• Configures, installs, and updates desktops, laptops, peripherals, networks, and related software.• Troubleshoots problems with computer systems, including troubleshooting hardware and software, network and peripheral equipment problems; makes repairs and corrections where required.• Effectively communicates with internal and external stakeholders to manage timelines and deliverables.• Communicate trends and opportunities for innovation for corporate or personal improvement, or recommendations for corporate or client revenue or service enhancements.• All other duties as assigned.

A resource with overall knowledge of IMX processes, products, and hardware that provides support for internal and external clients. This SCT addresses complex problems and drives content distributed into knowledge management tools. The primary focus for this position will involve assessing incoming support requests from varied sources including; email, telephone, and ticket submissions. The SCT will identify pertinent information regarding the client’s request, initiate and/or update documentation within ticket submissions, and will follow the defined triage and escalation processes applicable to the issue. The secondary focus for the SCT is to resolve assigned requests within a defined SLA, escalate requests to higher skilled technicians or engineers, and facilitate asset management tracking and deployments. Management of client expectations accompanied with a professional and positive attitude is essential while working any issue.

In-Store CIAs are the friendly Agents found at every Geek Squad® Precinct. They work in an energetic, fast-paced retail environment, performing all computer-related repairs, upgrades, installations and technical support in the store.Responsibilities- Assist customers within the Precinct’s Standard Operating Platform (SOP)- Provide initial contact with clients and check in products for service- Perform basic testing to determine product needs and service solutions- Facilitate in-store sales, upgrades, installations and service