Biometrics Technical Support Engineer

🕒 June 28

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First Advantage

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

👥 HR Tech

☁️ SaaS

🤝 B2B

HR Tech • SaaS • B2B

First Advantage is a leading provider of global software and data for the HR technology market. Enabled by proprietary technology and AI, it delivers employment background screening, digital identity and verification services, APIs, and risk-monitoring products across the employee lifecycle. The company emphasizes automation and continuous identity verification, serving roughly 80,000 organizations in over 200 countries and territories, and maintains large proprietary databases (over one billion records). Headquartered in Atlanta and publicly traded (NASDAQ: FA), First Advantage focuses on helping customers hire smarter and onboard faster through software, data and services.

📋 Description

• Respond to requests/queries in person, via phone or electronically. • Monitor Helpdesk mailbox and assign to respective support resources on shift. • Monitoring of tickets and assignment of tickets as per the task assigned on a daily basis. • Provide end user support for all hardware and software. • Research issues and questions using available knowledgebase. • Diagnose and resolve issues reported via call, ticket or email. • Conduct daily follow ups on pending tickets to facilitate closure with adherence to SLAs. • Set up and configure desktops, printers, scanners, and other peripherals on shift basis. • Handle escalations and ensure they are quickly resolved. • Escalate issues to appropriate teams when required. • Develop relationships with points of contact across the organization. • May support basic training efforts for junior engineers and help in development of team. • End user account maintenance; including account creation, ongoing maintenance and deletion. • May support Active Directory administration to include but not limited to account and group creation/management. • Ensure proper documentation of ticket and ticket logging for all issues reported to helpdesk. • Install and configure software. • Coordinate with vendors as needed. • Monitor uptime of servers. • Become familiar with Help Desk policies and procedures. • Develop daily reports to track team performance and update managers. • Become familiar with other internal departments, their systems and applications.

🎯 Requirements

• Associate’s Degree or equivalent experience preferred (technical or analytical field a plus) • 2+ years specializing in remote desktop support, systems administration, or IT Operations in a Windows environment • Systems Architecture and integration experience preferred (specifying hardware, network configuration, etc.) • Microsoft Office 2013 and above • Outlook 2013 and above • Knowledge of TCP/IP networking, and related network services (i.e. DNS, SMTP, DHCP, etc) • Previous work experience in a corporate environment • Experience supporting Outlook in a Microsoft Exchange environment • Experience supporting a variety of WiFi-enabled devices • Experience supporting remote users • Basic knowledge of thin client systems, network printers, citrix, terminal servers

🏖️ Benefits

• Professional development opportunities, such as our award-winning SOAR program • Generous Paid Time Off Program* • Volunteer Time Off (VTO) Policy to encourage involvement in philanthropic activities* • Competitive benefits (medical, dental, etc.)* • Global Employee Assistance Program (EAP) available to all team members • Opportunities to connect with colleagues across six Employee Impact Groups and participate in Employee Experience events throughout the year