Status: Full Time
Location: Rock Hill, SC
Perform any necessary diagnostic evaluation of the problem through contact with the user, (either via phone, e-mail, or in-person) and/or use of special tools, such as remote access technology (VPN). Performa diagnostic, troubleshoot and fix RF guns and related infrastructure. Able to set up, troubleshoot and repair shipping/metering stations (scales, scanners, label printers). Able to set up, troubleshoot and repair green terminals and IBM AS400 client. Manager the client expectations throughout solution process, setting realistic promise dates and updating the client as appropriate. Log efforts towards resolution and contacts with the client in the designated ticketing system. Inform the customer at the conclusion of the solutions process that the issue is resolved. Pursue personal training to develop the necessary skills to provide adequate support in West Marine's environment. Meet the service level targets for both contact and resolution for all incidents in the Desktop Support Technician's assignment queue. Be willing to cross-train and rotate job functions to gain a wider support perspective and breadth of expertise, and to provide the Help Desk with more flexibility in meeting support needs. Provide support in the form of training or documentation solutions to the Help Desk. Identify the types of information needed to facilitate resolution by Desktop Support, ongoing documentation of support and resolution activities.