Provides technical support to users by researching and answering questions and troubleshooting problems related to all company software and hardware products. Primarily includes assisting users with installation and the implementation of new E-Prime experiments, as well as debugging and troubleshooting issues with existing E-Prime experiments. Typically reports to a supervisor or manager.
Primary Duties: - Assist users with installation and setup of software - Help users troubleshoot issues they encounter while using the software - Send technical documentation to users who have lost or misplaced theirs - Assume remote control over users' computers when necessary to resolve problems - Make hardware recommendations for users whose machines cannot support the software - Provide technical support via telephone and cloud-based support system - Perform software and hardware product testing as outlined by test plans - Report suspected bugs and proposed features suggested by users or other staff members - Keep supervisor informed of errors in documentation and suggest further action on serious errors - Assist in authoring and proofing of new product documentation and user support tools/aids - Provide additions or modifications to support resources (e.g., Knowledge Base, samples)
Requirements: - 0-3 years academic or professional experience - 1-year experience in information technology or technical support is desired - Associate's degree (or equivalent) in computer science, information technology, or a related field is minimally required - Proficient knowledge of the Microsoft Windows platform and Microsoft Office applications - Basic understanding of computer hardware is required - Experience upgrading computer hardware is desired - Experience with E-Prime software is desired - Basic scripting and programming experience is desired - Basic understanding of digital and analog I/O communication is desired - Must be able to communicate technical issues to colleagues and customers with a variety of backgrounds - Strong interpersonal written and oral communication skills are required - Must be highly organized and able to prioritize effectively - Must be a quick study, flexible, and willing to take on new and different tasks - Must be able to lift 35 pounds