About the role

Help Desk Support Technician providing technical support to internal Associates via various channels. Responsible for troubleshooting, documentation, and on-site technical support in a hybrid environment.

Responsibilities

Handles e-mail/ticket support to internal Associates using ticketing system to triage, decipher and resolve various technical issues.
Works as a team in a ticketing queue
Responds to Associate inquiries
Escalates and assigns to the proper internal departments
Provides detailed steps and training on how to use our equipment/software
Performs remote support using technical remote tools in order to troubleshoot and resolve issues.
Uses industry standard remote connection tools
Administers technical skill to troubleshoot the issue presented.
Provides phone support to internal Associates remotely using Phone and Ticketing system to record, identify and troubleshoot the reported issue.
Handles inbound calls from internal Associates and onsite technicians
Performs outbound calls to Associates and Club locations
Gathers pertinent information over the phone
Communicates by providing suggestions and resolution steps.
Creates documentation through our ticketing system in order to capture steps required to resolve issues.
Documents common fixes into a Knowledge-Base for the team
Composes documentation for Associates/end users that we support
Provides on-site technical support.
Hardware trouble shooting
Equipment set up
Special event technical support
Deskside support
Inventory management