IT Support Tech Job at JCO Workforce Solutions, Tempe, AZ

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  • JCO Workforce Solutions
  • Tempe, AZ

Job Description

Responsibilities Include:

  • Be available and visible in the Technical Support Center (TSC) to assist customers needing technical help.
  • Answer customer inquiries via phone, chat, email, and e-support cases.
  • Document call details and create service requests in the call tracking system.
  • Ensure proper categorization and routing of calls, following escalation procedures when necessary.
  • Troubleshoot issues using the knowledge database and conduct additional research as needed.
  • Document problem symptoms and resolution steps in knowledge articles.
  • Share new knowledge articles, standard operating procedures (SOPs), and procedures with teammates and stakeholders.
  • Understand the basic operation of commonly used applications and hardware.
  • Enforce information security and computer systems policies.
  • Provide end-user training on system logins, printing, and MS Office applications.
  • Collaborate with other IT teams on project assignments and problem escalation.
  • Create technical documentation for training, best practices, software usage, and hardware utilization.
  • Perform user administration tasks (e.g., Active Directory, Exchange, Office 365, in-house apps).
  • Participate in software distribution and ongoing upgrade initiatives.
  • Contribute to internal team projects and deliver within committed timeframes.
  • Support both in-office and remote users.

Educational Requirements & Experience:

  • Experience equivalent to an associate degree in computer information systems.
  • Basic knowledge of current Windows OS and MS Office applications.
  • Basic troubleshooting skills with client workstations.
  • Familiarity with smartphone and tablet support is preferred.
  • Knowledge of Apple/Mac is highly desirable.
  • Experience with corporate-level help desk and call tracking software is strongly preferred

Job Tags

Contract work, Remote job,

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