Responsibilities
- Deliver initial phone-based technical assistance for hardware, operating systems, and software used by internal or external users.
- Respond to inquiries regarding setup, functionality, configuration, personalization, and use of designated software and systems.
- Use diagnostic methods to pinpoint technical issues, analyze root causes, and suggest or apply fixes for recurring problems.
- Offer remote troubleshooting support to help users resolve technical difficulties efficiently.
- Provide consistent technical support to both company employees and external clients.
- Refer advanced or unresolved issues to higher-tier technical teams within the organization.
Work Arrangement
On-site — SLC, UT
Manager Comments
- Candidates must have hands-on experience with Windows 7 and troubleshooting Office 2007 and 2010. Networking knowledge is essential, particularly diagnosing internet or network outages.
- Ideal applicants possess solid understanding of Windows operating systems and messaging or collaboration platforms, along with proven troubleshooting capabilities. Prior call center experience is beneficial but not mandatory. Understanding of network and internet operations and related diagnostics is required.
General Comments
When identifying candidates for Salt Lake City-based Services Support 2 roles, always confirm they understand shift adjustments may occur after hiring or job start. Managers aim to align schedules with individual needs. Clearly state all available days and times, including weekends, at the top of each resume. Indicate any absolute scheduling conflicts (days or times unavailable) directly on the resume upon submission. Student candidates and consultants must communicate potential class schedule changes to supervisors in advance. This rule also applies to non-students: any scheduling conflict must be reported, though accommodation is not guaranteed.
Other
- Shift availability: 8 am - 5 pm.
- List all possible shift times at the top of the candidate's resume.
- Clearly state full-time (FT) availability.
- Specify availability for all days of the week, including weekends.
- Any hard stops (times or days when the candidate is unavailable) must be explicitly noted on the resume at time of submission.
- Candidates must acknowledge that shift changes may be requested after offer acceptance or employment start.
- Student candidates or consultants must consult with supervisors before adjusting class schedules that affect work hours.
- Non-student consultants must inform managers of any scheduling conflicts; accommodations are not guaranteed.
- A completed Technical/Customer Service Questionnaire must be appended to the resume document, following the resume section.
