This position is with the Propelled Brands / FASTSIGNS International corporate office.

JOB DESCRIPTION

Summary/Objective Provide second level support to franchisees, and internal employees, for computer software and hardware issues. Research inquiries, prioritize issues, escalate critical issues and communicate accurate resolutions related to computer hardware and application software functions. Relies on instruction and pre-established guidelines to perform the functions of the job requirements. Documents, tracks and monitors problems to ensure timely resolution.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Provides second level support including triage and resolution of issues escalated from level 1 support personnel. Provides expertise and guidance to level 1 support personnel

Provide technical assistance and support for incoming inquiries and issues related to computer systems, software, and hardware.

Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority.

Responsible for identifying, researching and resolving questions about supported software and computing platforms in a professional and courteous manner

Record and maintain complete, detailed, accurate documentation of in person, telephone,or email requests for technical support and problem resolution.

Install, modify, and repair computer hardware and software.

Assist with onboarding and offboarding of users.

Walk customers through problem-solving processes.

Follow up with customers, provide feedback and see problems through to resolution.

Recommended procedure modifications or improvements.

Maintain inventory of all equipment, software and software licenses.

Manage PC setup and deployment for new employees using standard hardware, images and software.

Competencies

Exceptional customer service skills

Ethical Conduct

Technical Capacity

Knowledge of computer hardware over the last 5 years.

Network troubleshooting skills

Microsoft Windows10, macOS

Various versions of Microsoft Office.

Google G Suite use and administration

Active Directory administration

Virus and malware removal

iPhone and Android configuration

Printer configuration and troubleshooting

Phone System administration and support

Firewall administration and support experience

PoS System support experience.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, shredding and fax machines.

Physical Demands

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit, talk, move about, hear and speak. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Position Type/Expected Hours of Work

This is a full-time position, and hours of work and days Monday through Friday, working between hours of 7:00 a.m. to 6:00 p.m.

Travel

Travel is primarily local during business days, although occasional out-of-the-area and overnight travel may be expected based on individuals job responsibilities or this position requires up to 10% travel.

Education and Experience

Bachelor’s degree in a Computer Information Systems or related field or equivalent work experience.

3 or more years of experience in a Service Desk technician function in a medium- or large-size company.

Additional Eligibility Qualifications

HDI Help Desk Certification preferred

Security Clearance (for travel)

None required for this position.

EEO Statement

FASTSIGNS International, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, FASTSIGNS International, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

FASTSIGNS International, Inc. expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of FASTSIGNS International Inc.’s employees to perform their job duties may result in discipline up to and including discharge.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change or be added at any time with or without notice

This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to FASTSIGNS Corporate.