Provide technical support for both hardware and software issues our users encounterManage the configuration and operation of client-based computer operating systemsMonitor the system daily and respond immediately to security or usability concernsCreate and verify backups of dataRespond to and resolve help desk requestsUpgrade systems and processes as required for enhanced functionality and security issue resolutionAdministrate infrastructure, including firewalls, databases, malware protection software and other processesReview application logsInstall and test computer-related equipment

Job responsibilities are provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure. This individual participates in technical research and development to enable continuing innovation within the infrastructure. This individual ensures that system hardware, operating systems, software systems, and related procedures adhere to organizational values, enabling staff, volunteers, and Partners.

Provide thorough support and problem resolution for customers.Maintain composure and patience in face of difficult customer situations.Build and maintain successful relationships with service providers, dealers, and consumers.Train new employees and explain protocols clearly and efficiently.Assist management with scheduling, service protocol improvements, and quality assurance.Achieve consistent #1 or #2 rankings in monthly metrics, including call duration, number of calls per shift, and customer satisfaction ratings.

technical support associate