Technical Support Associate (Talent Pool)

We're building our talent pool of Technical Support Associates who can provide technical assistance to users/customers by troubleshooting problems with computer hardware or software. See basic duties below: Identifies, investigates, and resolves users’ problems with computer software and hardware Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns Consults with users to determine steps and procedures taken to identify and resolve the problem Applies knowledge of computer software, hardware, and procedures to solve problems Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions Collaborates with other staff to research and resolve problems or escalates to senior technical support specialists, if required Collaborates with programmers to explain errors and/or recommend modifications in programs Arranges service by software or hardware vendors to repair or replace defective products Maintains knowledge of technology innovations and trends Requirements Bachelor’s degree in Computer Science, Information Technology or related field preferred Prior experience in customer technical support or similar role highly preferred Experience with remote desktop applications and help desk software preferred Required Skills/Abilities: Excellent verbal and written communication skills Excellent interpersonal and customer service skills Professional and pleasant telephone manner Ability to explain technical issues to technical and nontechnical employees and customers Strong analytical and problem-solving skills Proficient with Microsoft Office Suite or related software Proficient with or the ability to quickly learn an array of computer hardware and software