ACS/Workstation Technical Support Representative

HP
United States
Workplace: OnsiteFull timeUSD 24 - 34 hourlyFunction: Customer Support (Service Desk)Experience: 8+ yearsEducation: high_schoolSkills: ["Effective Communication","Results Orientation","Learning Agility","Digital Fluency","Customer Centricity"]

Independently handle complex customer hardware and software issues, delivering end-to-end troubleshooting, guidance, and comprehensive responses on products, services, repairs, and warranty entitlements. Proactively monitor, troubleshoot, and perform root-cause analysis for outages and trends. Lead complex requests by coordinating work across departments, improving processes and controls, and mentoring lower-level support roles while partnering with internal teams to develop recommendations.

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FursaFursa
HP
HP
2 days ago

ACS/Workstation Technical Support Representative

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Source: Company careers pageValidated by: Fursa AI
Last checked: 24 minutes agoStatus: Live

Job Summary

Independently handle complex customer hardware and software issues, delivering end-to-end troubleshooting, guidance, and comprehensive responses on products, services, repairs, and warranty entitlements. Proactively monitor, troubleshoot, and perform root-cause analysis for outages and trends. Lead complex requests by coordinating work across departments, improving processes and controls, and mentoring lower-level support roles while partnering with internal teams to develop recommendations.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Independently address complex customer issues and ensure adherence to established support protocols.
  • •Resolve difficult and complex technical problems related to hardware and software, including proactive notification.
  • •Provide comprehensive answers on services, products, and technical matters, including features, specifications, and repairs aligned to customer entitlements (e.g., warranty coverage).
  • •Perform root-cause analysis of outages and trends to provide timely resolutions and feedback.
  • •Coordinate departmental work, lead and assign complex requests, and mentor lower-level roles while driving process improvements and quality enhancements.

Pay and Benefits

Salary: USD 24 - 34 hourly
Perks:Health InsuranceDentalVisionLong-term DisabilityEmployee AssistanceFlexible SpendingLife InsuranceParental LeavePaid HolidaysPaid Leave

Key Requirements

  • •8+ years of related experience in remote/telephone support or customer environments, preferably involving related technologies.
  • •High school diploma/GED or higher secondary education (or equivalent work experience/demonstrated competence).
  • •Ability to resolve difficult technical problems related to hardware and software through customer interactions and proactive notification systems.
  • •Knowledge of issue tracking, IT service management, and service support processes (including support for current and obsolete products/components).
  • •Familiarity with tools and environments such as Active Directory, Linux, ServiceNow, and Windows/desktop support technologies.
Experience:8+ years
Education:High School
Skills:Effective CommunicationResults OrientationLearning AgilityDigital FluencyCustomer Centricity
Tech Stack:Active DirectoryAgile MethodologyAutomationComputer HardwareDesktop SupportHelp Desk SupportIT Infrastructure LibraryIssue TrackingIT Service ManagementLinuxMicrosoft AzureMicrosoft Office 365Microsoft Windows 10Operating SystemsPeripheral DevicesScriptingServiceNowTechnical SupportWindows Servers

Company Brief

HP
Designs and manufactures personal computers, printers, and related supplies, as well as provides software, services, and solutions for consumers and enterprises worldwide.
Industry: Hardware Devices
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Palo Alto, United States
Founded: 1939
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Glassdoor: 3.8
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