Technical Support Agent II

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Requirements:

• High school diploma or GED required; additional technical certification preferred.
• 1+ years of Machine Support Tech experience or 2+ years of technical support in computer operations or related fields strongly preferred.
• 1+ years of experience in advanced system file configuration, software installation and hardware knowledge.
• 1+ years of customer service experience required; prior help desk or technical support experience is necessary.
• 1+ year of experience with ticket tracking software and technical documentation.
• Must be available to work nights, weekends, and holidays.

Responsibilities:

• Provide second-level technical support to field staff in resolving kiosk issues generated via a ticketing system or escalated via first-level support.
• Perform in-depth technical troubleshooting to correct escalated kiosk-related issues using system tools.
• Educate, support, and mentor staff on best practices for kiosk hardware/software.
• Provide feedback and escalate unresolved issues to the appropriate group.
• Document, track, and monitor problems to ensure timely resolution.
• Assist with technical support initiatives and departmental processes as required.
• Perform other job-related duties as delegated by leadership.