End User Support Technician

3 weeks ago


Kansas City, United States RiverPoint Group Full time

Description:

· Assist with new hire desk setups, office/department move equipment connection

· Assist with departing customer hardware removal and stock organization

· Provide technical assistance and resolution as necessary with a strong emphasis on customer support, teamwork and a sense of urgency

· Image, configure, install, repair and upgrade computer systems and perform routine maintenance (Apple knowledge a plus but not required)

· Advanced troubleshooting of hardware and technical incidents

· Assume ownership, update and resolve tickets assigned individually or within a group queue

· Serve as direct point of contact for customers seeking technical assistance, in-person

· Ensure accurate inventory of devices, and their assignment to users, through detailed documentation in ticketing system

· Assist customers with installation of new software packages, based on licensing requirements

· Provide backup assistance to Regional Office locations with occasional travel to those locations for the purpose of on-site support

· Collaborate, coordinate and communicate with IT Service Owners for the resolution of complex issues

· Provide accurate information on IT products or services and their availability

· Follow-up and update customer on request status

· Provide tier-1 AV hardware troubleshooting, and on-site connection/presentation support as requested

· All other duties as assigned


Requirements:

· High school diploma or equivalent, technical school or technical courses in computer repair a plus and may partially substitute for experience

· Minimum one-year related experience

· Basic knowledge of computer hardware and operating systems

· Well organized, good communication written and verbal

· Experience with ServiceNow and SCCM, a plus

· Ability to lift moderate-sized computer equipment

· Be available for mandatory after-hours/weekend support tasks as assigned



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