Associate Technical Support Representative

Every day, Heartland, a Global Payments Company, makes it possible for millions of people to move money between buyers and sellers using our products and unmatched services. Simply, we create meaningful technology centered experiences that enable our customers to prosper. If you want to work like an entrepreneur, support and serve entrepreneurs and bring your expertise to a dynamic team, then Heartland is for you. If it's in your nature to work with a passion to provide tangible solutions for everyone you interact with, then join us and let's see what we can do together.Summary of This RoleResponsible for providing technical support to the end-user community and associated enterprise applications, network connectivity, desktop infrastructure (both physical and virtual), operating systems, software, hardware, and peripherals. Resolves issues through multiple communication channels for support requests from end users to record and resolve reported incidents, service requests, and access requests within agreed service levels. Investigates and responds to all support requests by following documented process and procedure with the goal of restoring or fulfilling IT services for end users.What Part Will You Play?Manages incoming request queues for service via ITSM system. Responsible for timely resolution of issues and prioritization of work based on severity.Assists with maintaining the functionality and efficiency of computer and user objects in Active Directory. Unlocks team member accounts.Prepares desktops and laptops by imaging devices in preparation for deployment and tests them for proper operation. Ensures physical and Virtual Desktop Infrastructure (VDI) devices interconnect seamlessly with application servers, print servers, etc. Sets-up and configures appropriate hardware and software for new team members.Responds to technical issues including (but not limited to); desktop/laptop hardware,peripheral equipment, Operating Systems and/or installed software and follows through to appropriate resolution. Begins to service issues related to mobile devices. Delivers replacement equipment.Update Asset Management systems with computer hardware and user details, as appropriate. To assist in procurement, technicians should also be able to effectively identify hardware part numbers and search/compare pricing options.All other duties as assigned.What Are We Looking For in This Role?Minimum QualificationsHigh School Diploma or EquivalentTypically No Relevant Experience RequiredPreferred QualificationsExperience providing technical support to end users on various devices, operating systems and peripherals preferred. Experience in an Enterprise IT group preferredWhat Are Our Desired Skills and Capabilities?Skills / Knowledge - Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.Job Complexity - Works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision-making.Supervision - Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision.Heartland is an equal opportunity employer. Heartland, a Global Payments Company, provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.