Biometrics Technical Support Engineer

At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness.

Say hello to a rewarding career, and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

A successful Biometrics Technical Support Engineer will serve as a single point of contact, delivering the highest level of customer service while supporting both IT and non-IT inquiries. The Service Desk is responsible for providing solutions by following established troubleshooting procedures and referencing Knowledge Base (KB) articles whenever possible. When further support is required, the specialist gathers all necessary information and routes the request on the user’s behalf to the appropriate team within First Advantage. Additionally, the Technical Support team monitors each request through to completion to ensure timely and effective resolution.

Responsibilities:

• 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.  

What You Will Need to be Successful:

• 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 

What You May Need to be Successful:

• Excellent communication skills and experience working in a global setup 

• Ability to clearly communicate technical concepts to non-technical people 

• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures 

• Ability to multi-task in a fast-paced environment 

Why First Advantage is Your Next Big Career Move  
First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experiences, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact.

What Are You Waiting For? Apply Today!
You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now!

The salary range for this position is approximately $50,000-$62,000 base annually. This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process.

We have great people here and are looking for more. Come join us!
 

Follow us:

• Facebook

• Instagram

• LinkedIn

• X

• YouTube

Equal Employment Opportunities at First Advantage
First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.