Agent, Advanced IT End User Supp - Geek Squad City

The GSC-IT Advanced End-User Support Agent supports the day to day deployment of Best Buy end user corporate managed assets for Corporate and Field users. Agents will be required to multitask during troubleshooting, imaging, configuring and deploy end user assets that are used remotely and at Geek Squad City (GSC). Agents will also handle break/fix functionality for hardware repairs on laptop and desktop systems while maintaining warranty certification. Be part of a team that puts people before all else and accounts for what comes next.

Key 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: Office Support and Level 3 Support

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

Basic Qualifications

2 years of experience diagnosing and repairing computers or consumer electronics

1 year of experience customer service experience using phone skills

Preferred Qualifications

2 years of experience in customer service

Apple repair certification

HP repair certification

CompTIA A+ Certification

Best Buy is an equal opportunity employer.

Application deadline
Minimum of 5 days from the posting date. You can find that date above the job title at the top of the page.

Position Type: Full time

Location: Brooks, KY - 40109

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