End user technical support via email, chat, web tickets, phone sessions and various other channels of communication. Using an organized ticketing system to document, prioritize, and track requests. Maintain ownership of the full life of the incident and maintain proper end user follow up throughout with the life of the incident. Ability to handle multiple support communication channels at a high level of resolution. Act as initial SME for escalation to second level teams as required.Ability to systematically troubleshoot complex technical problems and perform software installation and driver upgrades. Ability to diagnose probable issue through excellent listening and interactive questioning of customer. Ability to resolve up to 75% of issues on initial contact. Skilled in Electronic Health Record such as with EPIC CareConnect. Familiar with all Microsoft windows applications

• On-site IT support for contract businesses including managing network, hardware, and storage solutions (including FTP, Exchange, Servers)• Developed and maintained local infrastructure• PC Diagnostics, virus removal, hardware replacement

Summary:The Tech Center Expert is responsible for leading and maintaining an inspired selling culture in the EasyTech department that is committed to offering every customer a total solution for his/her tech needs. I am responsible for ensuring the department achieves key metrics, including profitable sales and margin, and customer satisfaction. In addition, it is my job to lead, coach and mentor the certified techs on how to position and drive sales, including selling the value and benefits of our services . An important focus of this role is to grow business both in the store as well as on- site. Being the Tech Center Expert, I must have technical skills and knowledge and am required to repair computers as well as perform technical and system diagnostics and upgrades as needed.Responsibilities:• People: Assists store manager with hiring, training, coaching, and developing other certified techs. Peer coaches techs on how to position and sell services. Encourages and models accountability for exceeding customer and sales expectations.• Selling: Champions technology selling programs; Exhibits Staples selling behaviors in all interactions and communications with customers, associates and management and coaches team of associates to do the same; Achieve all sales & technology satisfaction goals. Respond and resolve customer requests and concerns.• Operations: Responsible for ensuring all operational policies and processes are followed. When possible, delegates operational tasks to Certified Techs. Active in technology department associate scheduling process. Stays current on new technologies, products and services.

• Responsible for creating all sales quotes and responses for contractors and client base• Manage all vendor relationships/partnerships. Collaborate on marketing activities, ensure compliance with certification requirements, and manage SPIFs and incentives reimbursement.• Sales and customer planning – arranging client meetings to coordinate technology review/ budgetary meetings.

• Trains and motivates staff to be sales and customer focused and ensures appropriate sales coverage in all selling zones. • Responsible for ensuring the completion of store merchandising tasks outside of depot time.• A role model for superior customer service. This position understands and utilizes proven sales principles to engage with every customer to provide an exceptional in-store experience.• Mentors and coaches associates in their assigned area of the store. They are responsible to motivate associates to be sales and customer driven. • Provides support to the store management team, performing sales leader functions for the entire store and be responsible for opening and closing the store.