list. If you are intrigued, apply now, our Talent Acquisition team is excited to meet you!
This position is responsible for providing basic, first line, technical support of IT related products and services for our customers, field technicians, and field reps.
Initiate, handle, and resolve phone calls, emails, voicemail, chat, web forms, and in person requests from our customers, field technicians, and field reps regarding IT support issues. Escalate issues when applicable.
Provide at least a basic level of installation, setup, maintenance, and troubleshooting support services among a wide range of IT related products.
Provide professional communication, both written and verbal.
Document all service request information into internal database systems according to stringent guidelines and procedures.
Participate in company meetings and trainings.
Participate in special projects and perform other duties as required.
SPECIFIC KNOWLEDGE & SKILLS:
Basic level of technical knowledge and skills with installation, setup, maintenance, and troubleshooting support services of IT related products including but not limited to:
Hardware for desktops, laptops, and tablets
Hardware for small business servers
Microsoft's currently supported Windows desktop and server operating systems.
Small business switches, routers, firewalls, and access points
Peripherals, printers, scanners, displays, and interface devices
Small business data backup systems, software, and media
Business productivity software, email, web browsing, security software
Miscellaneous devices, cabling, memory, storage, add-on components
Domain, user accounts, software accounts
Network connectivity and wireless access issues
Update and patch deployment, virus removal, malicious software removal
Healthcare related digital technologies, devices, and software preferred
Strong reading, writing, and typing skills. Excellent communication skills, both verbal and written. Experience with handling multiple phone calls and emails daily. Strong customer service skills and experience.
Experience with using standard office equipment, business productivity software such as Microsoft Office, Microsoft Outlook, ticketing databases, CRM databases, remote access software, and call center phone systems is typical.
GENERAL SKILLS & COMPETENCIES:
• Strong time management skills and the ability to prioritize work
• Very good attention to detail and accuracy
• Customer service oriented and ability to work with and resolve complex issues
• Ability to plan and arrange activities
• Excellent interpersonal communication skills
• Excellent written and verbal communication skills
• Ability to maintain confidential and highly sensitive information
• Ability to work in a team environment
• Ability to multi-task
• Ability to manage conflict
• Capacity to work effectively under pressure
• Analytical thinking
• Oversee small projects
• Identify and recommend continuous improvement opportunities
• Establish productive working relationships at multiple levels within the organization
Typically 4 or more years of related experience.
Typically High School education, vocational training and/or on-the-job training. Bachelor's degree preferred.
TRAVEL / PHYSICAL DEMANDS:
Travel typically less than 10%. Office environment. No special physical demands required.
Henry Schein One is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.