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Dairy Farmers of America Technical Support Specialist in Kansas City, Kansas

Position : Technical Support Specialist

Location : Kansas City, Kansas

Requisition ID: : 11498

Provide first-level technical support of computer software and hardware products and services. Respond to and diagnose problems through discussions with users. This includes problem recognition, research, isolation, and resolution steps. Resolve basic to moderately complex problems while referring more complex problems to senior level technicians. Assist users inquiring how to use specific software, electronic mail, or operating systems. Use existing processes and tools (e.g., problem management database and help desk systems) to proactively support office staff and equipment. This position will handle calls as their primary duties as well as work tickets and may be asked to help with projects.

Duties and Responsibilities:

  • Perform troubleshooting, repairs, and deployment of Windows 7 and 10 as well as some Apple products.

  • Perform troubleshooting on mobile devices, iPhone/iPad and Android.

  • Perform troubleshooting on Network Printer and Multifunctional Devices.

  • Perform troubleshooting on Microsoft Office Products.

  • Work daily with internal customers via phone, and email, with the occasional walk ups.

  • Accurately record all work and troubleshooting in tickets in ServiceNow Ticketing system.

  • Maintain positive, professional attitude always.

  • Other duties may be assigned as required.

  • Associate’s Degree in related field of study, required

  • Bachelor’s Degree preferred

  • 1-2 years of experience in MS Windows environment handling Level 1 calls with experience handling desktop and laptop break/fix support

  • Experience using and troubleshooting MS Office (O365) products

  • Experience using ticketing systems, ServiceNow preferred

  • Experience managing and troubleshooting Windows 7 and 10 workstations

  • Able to demonstrate superior customer service skills.

  • Able to communicate and translate complex technical topics into easy to understand concepts.

  • Able to communicate clearly and effectively, both verbally and in writing.

  • Able to clearly document technical processes.

  • Able to proficiently manage and troubleshoot Microsoft desktop operating systems.

  • Able to ask directed and logical questions to determine problem causation and follow documented processes to a successful resolution.

  • Working knowledge of Active Directory Users and Comp.

  • Working knowledge of Apple products including iPhone, iPad and Mac Computers

  • Must be able to read, write and speak English

An Equal Opportunity Employer