IT Support Representative

Company: Crumley Roberts, LLP
Location: Greensboro
Posted on: August 6, 2022

Job Description:

Summary:This key role within the Information Systems and Technology group will assist in the operation and implementation of core components of the organization's product suite and work at the "front line" of IT system support. This position requires a highly motivated individual comfortable with rapid changes in direction and environment. The successful candidate will be customer oriented, results driven (i.e., metrics oriented) and passionate about supporting an IT environment that meets the organization's growth and customer experience requirements.Why join the Crumley Roberts family? We offer...Employer paid Wellness Program, including dynamic health and safety initiatives.Potential for hybrid/work from home arrangements.Inclusive and diverse working environment.Innovative office technology and case management systems.Positive and creative culture to engage and help us Stand Up for our clients and the community.Crumley Roberts has adopted a COVID-19 Vaccination Requirement for ALL employees. This requirement is to help reduce the risk of harm to employees, clients, and to the communities in which we serve.We are also proud to offer the following to full-time members of the Crumley Roberts family:Competitive SalaryMedical and Dental insurance options401k plan (part-time and full-time employees)Employer paid Long-Term DisabilityEmployer paid Basic Life InsuranceOptional Short-Term Disability BenefitsOptional Voluntary Life Insurance Options11 Company paid holidays (Equivalent)Paid time-off ProgramNon-Exempt PositionEmployee Assistance ProgramBenefits Assistance/Advocacy ProgramHourly Pay Rate: From $18.00Essential Duties and Responsibilities include, but may not be limited to, the following:Demonstrates exceptional customer service to internal customers and vendors.Maintains client confidentiality.Complies with company policies and procedures.Fields incoming IT help requests from end users via telephone, e-mail and/or HelpDesk ticket in a courteous manner.Documents all pertinent end user identification information, including name, department, contact information, and nature of IT problem or issue.Experience building, imaging, maintaining, and deploying Windows-based computersStrong interpersonal skills with a focus on customer serviceProven ability to present ideas in user-friendly languageDemonstrated problem solving and analytical skills. Efficiently prioritizes and schedules problem resolution tasks. Escalates problems (when required) to the appropriately experienced team member.Records, tracks, and documents help desk requests (including all successful and unsuccessful decisions made) and actions taken to final resolution. Applies diagnostic utilities to aid in troubleshooting.Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.Identifies and learns appropriate software and hardware used and supported by the organization.Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring computers, systems, printers, and applications.Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.Tests fixes to ensure problem has been adequately resolved and performs post resolution follow-ups to help requests.Evaluates documented resolutions and analyzes trends to prevent future problems.Develops help sheets and frequently asked questions lists for end users.Responsible for digital signature set-up and configuration, and e-signature software contracts and templates.Ability to conduct research into a wide range of computing issues as required.Highly self-motivated and directed with a keen attention to detail toward analytical and problem-solving abilities.A valid driver's license and reliable transportation are required to travel to remote offices to support users and repair/install computer hardware.Qualifications: College degree or certification in the field of computer science preferred and 1+ years of helpdesk experience and/or the equivalent combination of education and work experience. Certifications in computer hardware and desktop software preferred. Knowledge of basic computer hardware, language, logic, and diagnostic utilities, Windows 7 and up, MS Office, Office 365, WordPerfect, and Needles/NEOS or other case management software preferred. Experience with Apple/MAC system management within a Windows environment desired.Background checks will be conducted on all final candidates for employment.Crumley Roberts is an Equal Opportunity Employer

Keywords: Crumley Roberts, LLP, Greensboro , IT Support Representative, Other , Greensboro, North Carolina