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Technical Support Representative - ACS/Workstations

HP Inc.
Rio Rancho, USA
Full-time
Senior · 8+ years experience
Onsite
Discovered 1 weeks ago
azurelinuxservicenow

Full Job Posting

Benefits:

  • HP offers a comprehensive benefits package for this position, including:
  • Health insurance
  • Dental insurance
  • Vision insurance
  • Long term/short term disability insurance
  • Employee assistance program
  • Flexible spending account
  • Life insurance
  • Generous time off policies, including;
  • 4-12 weeks fully paid parental leave based on tenure
  • 13 paid holidays
  • 15 days paid time off ( US benefits overview )
  • The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.
  • Job -
  • Services

Schedule -

  • Full time
  • Shift -
  • Shift 1, 0% premium (United States of America)
  • Travel -
  • Relocation -
  • Equal Opportunity Employer (EEO) -
  • HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).
  • Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.
  • For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “ Know Your Rights: Workplace Discrimination is Illegal "

Qualifications

  • Active Directory
  • Agile Methodology
  • Automation
  • Computer Hardware
  • Computer Science
  • Desktop Support
  • Help Desk Support
  • Information Technology Infrastructure Library
  • Issue Tracking
  • IT Service Management
  • Linux
  • Microsoft Azure
  • Microsoft Office 365
  • Microsoft Windows 10
  • Operating Systems
  • Peripheral Devices
  • Scripting
  • ServiceNow
  • Technical Support
  • Windows Servers
  • Effective Communication
  • Results Orientation
  • Learning Agility
  • Digital Fluency
  • Customer Centricity

Preferred Qualifications

  • High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
  • Typically has 8+ years of related work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.

Responsibilities

  • Addresses complex customer issues independently, ensuring adherence to established protocols.
  • Resolves difficult and complex technical problems related to hardware and software through interactions with customers and proactive notification systems.
  • Provides comprehensive responses to questions about services, products, technical matters, and customer relations, including features, specifications, and repairs, for both current and obsolete products, components, and options, in alignment with customer entitlement, such as warranty coverage through mission-critical support.
  • Guides customers proactively to mitigate or prevent the occurrence of problems, while also participating in initiatives aimed at enhancing processes or ensuring quality improvements.
  • Establishes and maintains trusted relationships within customer accounts across the spectrum of technical users.
  • Provides resolutions and feedback by performing root cause analysis of outages and trends to address issues promptly and effectively.
  • Coordinates departmental work, identifies improvement opportunities, and ensures effective business controls for streamlined processes.
  • Leads and assigns responsibilities for complex requests, contributing innovative concepts, and implementing changes for process improvement.
  • Proactively monitors and troubleshoots complex problems, collaborating with exempt-level employees to develop recommendations.
  • Analyzes tasks, collaborates with internal partners, and provides mentoring and guidance to lower-level roles, aiming to enhance organizational performance.

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