Support Tech - Tier 1

In this role you will:
- Handle technical support issues from clients. Will ensure efficiency and effectiveness in meeting client needs, and maintaining high quality standards.
- Develop and implement effective documentation and procedures for the repair or setup processes.
- Ensure that established technical goals are met or exceeded.
- Responsible for configuration and installation of client workstations.
- Confer with clients to resolve complaints on technical issues.
- Ensure compliance of operations and software with state regulatory requirements, software vendor licensing regulations and established organizational policies/procedures.
- Be on-call 24/7 for technical problems related to customer and/or internal problems. There is an On-Call rotation between technicians.
- Prepare and maintain written operations manual(s) as pertains to the technical support.
- Complete one (1) blog entry every two weeks for web site.
- Regular attendance and punctuality is an essential function of this position. Must be willing to initiate a personal work schedule that meets the needs of the business unit.
- Work cooperatively with other employees to further the mission of the organization and achieve its goals.
- Be able to drive or arrange to independently transport self to and from tech calls or other meetings at client locations.
- Have the capability to receive text messages and company email account on mobile phone.
- Perform all other essential functions as assigned by the Quality Team.