S-673-2

Job Title: Support Center Representative I (On-Site) - OMJST

Worksite Location: 4366 Mount Pleasant St. NW, North Canton, OH 44720

Number of Openings: 1

How to Apply:

APPLY DIRECT to The Kenan Advantage Group using the following information:

Apply online: https://link.edgepilot.com/s/29e120db/AJ9iHX9kvkG41JEbQW1tIQ?u=https://www.paycomonline.net/v4/ats/web.php/portal/AFEB8BD5EF3F391301F2DF3DBDF58CD0/jobs/585238

Please mention OhioMeansJobs Stark or Tuscarawas when applying to this employer.

Job Description: The Kenan Advantage Group in North Canton, OH, is hiring a full-time Support Center Representative I (On-Site).

This position is a fully on‑site role based in our North Canton, OH, office. Our campus offers a welcoming and convenient work environment, including an on-site cafeteria with hot meals, a coffee café and an on‑site gym for employees. Please note that sponsorship and relocation are not available for this position.

Position Summary:

This position’s primary function is to resolve calls and support tickets. Shift: 10:00 p.m. - 7:00 a.m., Thursday through Monday.

Essential Functions:

• Answer calls and respond to tickets and emails.
• Quickly and accurately determine incident scope and impact.
• Provide support and resolve problems to the end user’s satisfaction.
• Monitor and respond quickly and effectively to requests received through the Support Center via call, ticket or email.
• Monitor tickets assigned to the queue and process first-in first-out based on priority.
• Troubleshoot issues with end users and work toward first-call resolution.
• Deliver high-quality assistance to on-site and remote personnel.
• Utilize and maintain the Support Center tracking software by maintaining issues in the system from first contact with end user including responsibility for call ownership.
• Document all information according to standard operating procedures.
• Install, test and configure new workstations, peripheral equipment and software.
• Maintain inventory of all equipment, software and software licenses.
• Manage PC / laptop setup and deployment for new employees using standard hardware, images and software.
• Set up new employees / consultants / vendors information into Active Directory.
• Assign users and computers to proper groups in Active Directory.
• Perform timely workstation hardware and software upgrades / break fix as required.
• Identify and escalate problems as required to support teams.
• Act as a liaison between customers and technical escalation teams.
• Update the internal knowledgebase with issue resolution details.
• Support computers, laptops, tablets, smart phones and applications.
• Assist users in detecting and removing viruses, spyware and other malicious software

Qualifications:

• High school diploma or equivalent
• 2 years of related work experience
• Knowledgeable on Windows operating systems and Office Suite, Citrix, VPN access, printer and copier configuration
• Microsoft Intune experience is helpful

Details: Full time. Third Shift (10:00 p.m. to 7:00 a.m.). 40 hours/week. Thursday through Monday. $18.00 to $21.00/hour.

Qualifications: High school diploma / GED. Must have at least 2 years of experience. Must be able to lift up to 50 lbs.

Available Benefits: Health Insurance, Dental Insurance, Vision Insurance, Paid Time Off, Paid Holidays, 401(k) w/ Match, Life and AD&D as well as Ancillary - all Voluntary LTD/STD, Critical Illness, Hospital Indemnity, Accident, Pet Insurance.

Pre-Employment Testing: Criminal Background Check, Drug Testing.

OMJ Staff Contact: RC2