Agent, Advanced It End User Supp

Job summary
The GSC-IT Advanced End-User Support Agent provides support for Best Buy end user corporate managed assetsResponsible for troubleshooting, imaging, configuring, and deploying end user assetsHandles break/fix functionality for hardware repairs on laptop and desktop systems
Job seniority: mid-to-senior level
Responsibilities
• Managed Asset Support• PC/Mac Imaging/Reimaging• Software and hardware install on company asset device• Device troubleshooting support using ticketing system• Partners with cross-functional teams for resources and solutions• Deploys refreshed company assets to end users• Engages end-user to provide appropriate service solutions, while adhering to SOP• Maintains and tracks inventory of all corporate managed assets and assist warehouse agent as necessary• Deploys and integrates end user accounts to company VPN devices• Manages knowledge bases used internally by the GSC-IT & End User Support teams as well as employee facing KB's• Ticket Routing and reporting• Monitors ticket queues and turn time• Routes tickets to other groups in the IT organization as appropriate• Hardware Break/Fix• Acquires and maintains certifications needed for warranty repairs• Physical repair of desktop and laptop devices, both under and outside of warranty• Maintains an inventory of repair parts for current devices• Orders warranty parts through external vendor sites• Updates external warranty portals with appropriate data in a timely manner
Requirements
• 2 years of experience diagnosing and repairing computers or consumer electronics• 1 year of experience customer service experience using phone skills
Key Skills Needed
• Apple repair certification• HP repair certification• CompTIA A+ Certification