Responsibilities
- Deliver initial phone-based technical assistance for hardware, software, and system issues to internal and external users.
- Respond to inquiries regarding setup, configuration, customization, and use of designated software and systems.
- Use diagnostic methods to detect issues, analyze root causes, and apply standard solutions for recurring technical problems.
- Conduct remote troubleshooting sessions with customers to resolve technical difficulties efficiently.
- Support both internal staff and external clients with technical inquiries and problem resolution.
- Route advanced or unresolved technical issues to higher-tier support teams within the organization.
Work Arrangement
Remote — Salt Lake City
Manager Comments
Candidates must have hands-on experience troubleshooting Windows 7, Office 2007, and Office 2010. Networking knowledge is essential, particularly diagnosing Internet or network outages. Ideal applicants will have solid familiarity with Windows operating systems, messaging tools, and collaboration platforms, along with proven troubleshooting capabilities. Call center experience is beneficial but not required; however, candidates must pass a technical evaluation. Understanding of network and Internet functionality is mandatory.
General Comments
When identifying candidates for the Services Support 2 role in Salt Lake City, always confirm they are aware of potential future shift changes after offer acceptance or onboarding. Managers aim to align schedules to suit both parties. Clearly list all available days and times, including weekends, at the top of each resume. Any fixed unavailability must be explicitly noted on the resume at time of submission. Student candidates must consult supervisors before adjusting class schedules. This applies to non-students as well—consultants must communicate scheduling conflicts; accommodations are not guaranteed.
Other
- Candidates must be aware that shift reassignments may occur after hiring or during employment.
- Scheduling flexibility is expected; managers will attempt to accommodate individual needs when possible.
- Resume submissions must clearly state all days and times the candidate is available, including weekends.
- Any absolute scheduling restrictions must be explicitly indicated on the resume upon submission.
- Student consultants must coordinate any academic schedule adjustments with their supervisor in advance.
- Non-student consultants must inform supervisors of any scheduling conflicts; accommodations are not guaranteed.
