Help Desk Coordinator-Service Engineer

Company Description

GET Group North America combats identification fraud with cutting-edge, end-to-end solutions and personalization capabilities enabling the most secure ID credentials possible.

We have over 20 years of experience in identity management and are a leading provider of high-assurance security solutions that enhance Identity, Credential and Access Management (ICAM) operations. From photo ID cards to driver’s licenses to passports, we deliver advanced personalization capabilities that prevent identification fraud and accommodate diversified customer needs.

As a leading-edge systems integrator, together with our first-rate technology partners we design, manufacture, and integrate end-to-end solutions for secure credentials that enable government agencies, motor vehicle departments, municipalities, educational institutions, law enforcement organizations, corporate enterprises, and retail and commercial entities to implement the latest in identity management technologies.

We are certified under CMMI Level 3 and ISO 27001.

Competitive compensation, excellent benefit package, generous time off plan and fun work environment.

Job Description

• Manage help desk software hierarchy. Knowledge of Maintenance Connection a plus.
• Answer and resolve Tier I help desk calls. Escalation of calls to service engineers that cannot be resolved at Tier I.
• Perform operation of Service Bureau to include machine operation and product delivery
• Support identification of hardware components necessary for implementing projects in coordination with the Software team in order to ensure compatibility of hardware with software components; inform the Program/Project Manager of hardware component needs to arrange for sourcing and procurement.
• Liaise with the Program/Project Manager regarding hardware component requirements and arrange with Procurement Specialist for sourcing, procurement and logistics needs.
• Test and evaluate all hardware components to ensure accuracy of purchase and quality of product upon receiving from suppliers.
• Coordinate final product testing and simulation with Software team and work collaboratively to resolve any identified issues.
• Participate in on-site simulations, unit testing, bug testing and integration testing during project implementation in coordination with Software team and ensure all hardware issues are resolved.
• Conduct training for local partners on newly installed hardware products.
• Maintain product modifications in a timely and effective manner to ensure high level of customer satisfaction.
• Maximizes use of hardware and software by training users; interpreting instructions; answering questions

• Prepares operating instructions to be used by end users.

• Maintains historical records by documenting hardware and software changes and revisions.
• Walk customers through the process of installing or resolving software or hardware issues with their machine
• Help customers troubleshoot issues they encounter while using the software/hardware and provide actionable tips to resolve the problem
• Assist in making hardware recommendations for customers whose machines cannot support the software

• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.

Requirements:

• Bachelors degree in engineering discipline
• Minimum 1-year experience in information technology or technical support
• Extensive familiarity with Windows operating systems.
• Working knowledge of security software options and functionality preferred
• CompTIA A+ certification a plus
• Knowledge of Maintenance Connection a plus

Qualifications

• Bachelors degree in engineering discipline
• Minimum 1-year experience in information technology or technical support
• Extensive familiarity with Windows operating systems.
• Working knowledge of security software options and functionality preferred
• CompTIA A+ certification a plus
• Knowledge of Maintenance Connection a plus

Additional Information

All your information will be kept confidential according to EEO guidelines.