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End User Support Specialist

3 months ago

Ithaca, United States Venteon Full time

Key responsibilities:

Service Delivery Responsibilities:

  • Helps to build and maintain good relationships with staff and IT infrastructure teams
  • Ensures quality services are performed to the agreed SLA
  • Ensure that systems, processes, and methodologies specified are followed and to ensure effective monitoring, control and support of service delivery is ongoing
  • Understands Incident, Problem and Change Management principles
  • Ensures first class IT Service Delivery across locations for infrastructure services
  • Ensures that remote and on-site support issues are resolved to customers satisfaction
  • Support the setup of processes around Service Management
  • Providing 1st & 2nd Level support but also leading local Client/Infrastructure and LAN change activities
  • Support of Local Production/Manufacturing Connectivity
  • Printer installation, configuration & support
  • Smart hand for Hosting services (physical reboot / racking of new/old servers or other equipment)
  • Knowledge of technology skillset used in conference room and streaming technology

Client & Asset Service Responsibilities:

  • General Computer Desktop & Laptop support
  • Configure new and existing devices according to corporate standards for deployment
  • Desktop Application installation and troubleshooting
  • Maintain Licenses Management and version control
  • Hardware Refresh Project involvement
  • Maintains client security settings (e.g. admin rights, software installs, etc.)

Service Desk Service

  • Support staff by phone, email, chat, etc.
  • Provide basic network, security and printing support, but also owning problem resolution and engaging other teams as needed
  • 1st & 2nd Level Support and troubleshooting of issues