Workstation Support Technician II (Call Center Support)

Job Description :

SnapIT Solutions is seeking a Workstation Support Technician II (Call Center Support) to provide advanced technical assistance for desktop systems, applications, and end-users within a dynamic environment. This role involves installing, maintaining, and upgrading workstation hardware, software, and operating systems, while ensuring reliability and efficiency across a large support base. The position focuses on call center support and requires strong troubleshooting skills, a customer-focused mindset, and the ability to resolve both simple and complex technical issues in a timely manner.

Key Responsibilities

• Provide technical support to end-users via phone, chat, email, and in-person interactions.
• Diagnose and troubleshoot workstation, software, and network issues in both on-site and hybrid environments.
• Install, configure, and maintain operating systems, Microsoft Office 365, and other core business applications.
• Set up and prepare new workstations, including user accounts, email configurations, and required software.
• Support and maintain printers, smartphones, tablets, audio-visual systems, and specialized devices.
• Coordinate workstation setups, relocations, upgrades, and hardware maintenance activities.
• Perform account management tasks such as password resets, user access permissions, and provisioning.
• Troubleshoot network connectivity issues and escalate to higher-level support as necessary.
• Maintain accurate documentation of support requests, resolutions, and inventory records.
• Educate end-users on basic troubleshooting and best practices to reduce recurring incidents.
• Ensure compliance with IT security standards, procedures, and policies.
• Contribute to user guides, documentation, and standard operating procedures.
• Stay informed on emerging technologies and best practices in workstation support.
• Prioritize tickets and requests based on urgency and impact to minimize operational disruption.
• Perform other duties as assigned in support of IT or organizational goals.

Requirements

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Application Requirements :

Department Technology Services Locations Kansas City, MO