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Green Mountain Coffee Roasters, Inc.

Technical Support Specialist

Green Mountain Coffee Roasters, Inc. - MA, USA

Technical Support Specialist','Information Technology','USA-Massachusetts-MA - Burlington','Information Technology','full-time','!*!The

Technical Support Specialist provides end-user/customer support for computer

systems/infrastructure, which may include software, hardware, networking, telecommunication,

and AV systems. Daily activities include

deploying new hardware, troubleshooting hardware and software problems,

assisting users with desktop applications and providing user training. A successful candidate must deliver excellent

technical/non-technical support with outstanding customer service,

satisfaction, and timeliness with in a defined SLA. The Technical Support

Specialist must have an understanding of network/infrastructure components and

take a hand on approach to incident and problem resolution.

  What you will do:Performs

maintenance of computer infrastructure, including software installation,

configurations, and debugging problems to root cause whenever possible.Develops

checklists for typical problems. Recommends procedures and controls for problem


research, develops plans and technical solutions for all aspects of Windows  and Mac computing environments.Leads

project management and technical implementations of complex client computing

environments and solutions.Serves

as a primary escalation resource to assist a 3rd party service desk.Manages

the automated deployment of MS Office Applications and serves as an Office365


the networked printing environment including print queues and printer drivers.Maintains

and assists in diagnosing problems with scheduling/hardware in remote and on

site teleconference.Performs

hand-on local server and network infrastructure maintenance activities under

the direction of the server/network engineers. Effectively

communicates actions that have been taken and current problem conditions when

escalating problems to next level support personnel.Provide

technical assistance, support, and  advice to the Keurig Green

Mountain user community.Assist end

users with the functional operation of company provided hardware and software.Install,

upgrade, and support all company PC’s, printers, network hardware, options

and any other computing related hardware. Including wireless and mobile

computing devices.Provide

support for Keurig Green Mountain employees using remote connectivity to

access corporate data.Receive new

computer related hardware and maintain the associated asset management


internal projects aimed at improving process and efficiency of a 3rd

party service desk and internal Technical Support teams. Develops documentation and metrics for

periodic review.Follow all Keurig policies and procedures.','!*!What

you must have:

Minimum 3-5

years’ experience providing technical support of computer systems. (PC’s, printers,

network and communications options).A

working knowledge of Windows XP, 7, 10 and Mac operating systems and

technologies.The ability

to learn, install, configure, use, and teach standard PC applications such

as Word, Excel, Outlook, Office365 and any others widely used by Keurig

Green Mountain.Excellent

communication skills, especially telephone skills.Comfortable

working with a variety of end users including members of the executive

leadership team.Experience

working with Cisco Telepresence and Video Conferencing systems preferred.A

Certification Preferred.MOUSE

Certification Preferred.Microsoft

Windows Certifications Preferred.Information

Systems Degree Preferred.Prior Help

Desk Experience Preferred.Ability to

work a flexible schedule, which may include evening or weekend hours as

needed.Ability to

follow directions and work collaboratively in a tightly knit professional

team environment.Ability to

uphold Safety standards, participate in Continuous Process Improvement on

the job, and follow our Manufacturing best practices.Ability to

get along with others, be punctual, and follow instructions.Ability to

follow Keurig Green Mountain policies and procedures as well as our

Operating principles. 


is an Equal Opportunity Employer. Offers of employment are contingent upon

satisfactory completion of a reference check, background check, drug/alcohol

test, and documented proof of work authorization. In addition, some roles

require a pre-employment medical examination to determine your ability to

perform the essential duties of the job.','Technical Support Specialist

9 days 9 hours ago

Green Mountain Coffee Roasters, Inc.


Technical Support Specialist Green Mountain Coffee Roasters, Inc. - , MA, United States


Company Profile:
Green Mountain Coffee is about more than the art of roasting coffee and crafting specialty beverages. We take great pride in the quality and craftsmanship of our products and confidently guarantee your satisfaction. Our commitment to you is that your purchase will reflect our passion for offering exceptional products.