Walk-Up support technician

Walk-Up / Kiosk Operation:

• Staff walk-up kiosks with trained analysts to provide support coverage from 7 AM to 6 PM local time, Monday through Friday, excluding holidays and need to be available for shifts during those hours.
• Deliver onsite support for the following:
• Conventional devices (e.g., laptops, desktops, peripherals) and audio-visual systems.
• Troubleshooting and resolution of hardware and software issues for walk-up customers.
• Addressing performance issues with devices used in training and conference rooms.

Facilities and Infrastructure Support:

• Ensure proper workspace for walk-up kiosks, including:
• Provision of desks, bench space, telephony, network access, and power facilities.
• Maintenance of physical security policies to safeguard equipment.

Customer Engagement:

• Interact with users in a polite, professional, and customer-focused manner to address their IT-related concerns.
• Display a service-oriented attitude, keeping users informed about progress and timelines for issue resolution.

Problem Solving and Technical Activities:

• Provide logical troubleshooting services to diagnose and address technical incidents effectively.
• Escalate unresolved or complex issues to higher-tier support teams as needed.
• Perform self-warranty hardware repairs when authorized and within capability, ensuring cost-effective solutions.

Other Obligations:

• Contribute to the development and enforcement of internal processes that promote kiosk efficiency and customer satisfaction.
• Support and maintain the operational readiness of kiosks, including equipment inventories and updates.

• AA Degree in related discipline and six (6) years or more of related experience; Additional experience will be considered in lieu of degree.
• Minimum 2 years of experience in End User Support or a related field.
• Proven technical expertise and hands-on experience supporting hardware/software and audio-visual systems.
• Strong customer service background with effective verbal and written communication skills.
• Familiarity with professional environments and ability to deliver high-level support, including to VIP customers when required.
• Capability for basic repairs and technical problem-solving with attention to detail.
• Must be able to obtain and maintain a Public Trust., * End User Support: 2 years (Required)

Pulled from the full job description 401(k) Health insurance Dental insurance, * 401(k)

• Dental insurance
• Health insurance