**Position Purpose:** The Product Support Technician is responsible for handling Tier 1 support calls, guiding callers through problem resolution, managing open tickets, escalating when appropriate, and sharing insights and information to fellow team members. As a Product Support Technician, you will actively listen to and enable end users with solutions to common problems. In addition, you will be responsible for call documentation and escalation as necessary. **Key Responsibilities:** + 30% Support & Enablement: + Fields, addresses, and prioritizes incoming help requests via phone, tickets and remote support (desk-side as needed) in a courteous manner; escalates accordingly + Monitors system updates to remain aware of common problems users are experiencing + Actively listens to and builds rapport with end users to elicit problem details + 30% Delivery & Execution: + Performs software installations for customers + Documents, reviews and ensures that all quality and change control standards are met + Applies diagnostic utilities to aid in troubleshooting + Accesses software updates, drivers, and knowledge base to aid in problem resolution + Tests fixes prior to closing tickets to ensure problems have been adequately resolved + Interacts and builds relationships with site leadership where applicable + 30% Administration & Operations: + Documents all pertinent end user identification information including nature of problem + Records, tracks, and documents the problem-solving process for each ticket + 10% Learning: + Participates in formal and informal training sessions to gain new skills and knowledge + Reviews regular pertinent product update information to keep knowledge current + Contributes to and updates knowledge database and team training documentation + Collaborates with other team members to share and exchange information **Direct Manager/Direct Reports:** + Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager. **Travel Requirements:** + Typically requires overnight travel less than 10% of the time. **Physical Requirements:** + Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. **Working Conditions:** + Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. **Minimum Qualifications:** + Must be eighteen years of age or older. + Must be legally permitted to work in the United States. + Must be legally permitted to work in the United States **Preferred Qualifications:** + 0-1 years of relevant work experience + Extensive experience in Customer Service and Service Now ticketing systems + Experience with CRM or standard ticketing systems and remote monitoring and management software + Experience with Microsoft Office standard applications + Experience with troubleshooting and diagnosing basic-level networking issues and problems with modern operating systems + Experience with virtualized and cloud-based environments + Familiarity with administering antivirus software + Familiarity with administering mobile devices and mobile device management systems + Understanding of Data management (backup) software and Windows Server + Understanding of DNS, DHCP, Internet infrastructure, and IP informational tools + Understanding of how to set file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers **Minimum Education:** + The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED. **Preferred Education:** + No additional education **Minimum Years of Work Experience:** + 0 **Preferred Years of Work Experience:** + No additional years of experience **Minimum Leadership Experience:** + None **Preferred Leadership Experience:** + None **Certifications:** + None **Competencies:** + Being Resilient: Rebounding from setbacks and adversity when facing difficult situations + Collaborates: Building partnerships and working collaboratively with others to meet shared objectives + Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences + Customer Focus: Building strong customer relationships and delivering customer-centric solutions + Decision Quality: Making good and timely decisions that keep the organization moving forward + Interpersonal Savvy: Relating openly and comfortably with diverse groups of people + Manages Conflict: Handling conflict situations effectively, with a minimum of noise + Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder + Resourcefulness: Securing and deploying resources effectively and efficiently + Situational Adaptability: Adapting approach and demea