Agent, Advanced IT End User Supp - Geek Squad City at Best Buy in Brooks, Kentucky

Job Description:

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:

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  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
  
  
  
  

• 2 years of experience diagnosing and repairing computers or consumer electronics


• 1 year of experience customer service experience using phone skills

• 2 years of experience in customer service


• Apple repair certification


• HP repair certification


• CompTIA A+ Certification