End User Support Technician

2 weeks ago


Kansas, United States RiverPoint Full time
Job DescriptionJob DescriptionEnd User Support Technician
  • 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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