End User Support Technician

2 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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