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End-User Support Specialist I

3 months ago

Atlanta, United States Americold Logistics Full time

Primary Responsibility : Serves as the primary support liaison between C-Levels, end users and the Information Technology support teams by resolving semi-complex technical application and IT service problems. Essential Functions include, but are not limited install, troubleshoot and repair end user computing hardware such as personal computers, laptops, thin clients, printers, RF Terminals, smart mobile phones, Audio Visual equipment and other related peripheral hardware. This includes the support of the current Americold Software portfolio and liaison with subject matter experts where applicable. What You'll Do : Provide analytical, technical and administrative work in the design and installation of new and existing personal computer systems, Cellular telephones, printers, Audio Visual equipment and RF scanning systems in accordance with existing End User Computing (EUC) processes. Responsible for analyzing and solving personal computer-related problems, Cellular phones, printer problems, end device RF scanning and other peripheral equipment. Includes contacting vendors and other teams for support when necessary. Create and maintain standard documentation to support all EUC related processes. Play an active role in championing and developing new EUC processes. Install, configure and test new and re-issued personal computers under the current EUC imaging standards. Perform work with minimal direct supervision of the Manager of the End User Computing. May take some technical direction from senior technical staff. Lead small- to mid-size projects. Produce quality and quantity of work that would generally be expected at an experienced Specialist level. Maintain accurate information and data regarding end-user issues, new personal computer installs and the re-issue of personal computers in the appropriate tracking systems. Participate in new business launches as requested. Assume ownership of Service Desk support tickets and respond quickly with timely follow through to resolution. Train users in the use of equipment and software allowing the users to become increasingly self-sufficient. Using current practices follow migration plans to ensure PC equipment and software remains current. Responsible for security, integrity and reliability of personal computer systems. Maintain compliance with software licensing and inventory as prescribed by the corporate standard. Follow policies and procedures and assist in enforcing computer/electronic communications/voice mail policies. Analyze, troubleshoot, and resolve complex problems with business applications, networking, and hardware Accurately document all work in appropriate incident tracking software Act as escalation point for other team members Prioritize tasks based on service level agreement criteria or as directed and with limited supervision Participates or represents department requirements on assigned projects as directed Troubleshoot network accounts and other business application access issues until resolved Assist users in identifying hardware/software needs and provide advice regarding current options, policies, and procedures Participate in published HR training and development initiatives. Participate in the published "on-call" rotation. Travel to Customer Summits, Leadership Conference to support and be a liaison to IT What Experience and Education You Need : 5 years of relative technical experience, or equivalent combination of education and experience Advanced knowledge of Windows (All current supported versions) based personal computer and application software - MS Office all versions Knowledge on Internet Browser applications, Cisco VPN, LogMeIn, Windows Servers OS, iOS, Citrix What Could Set You Apart : Ability to work in team-oriented environment with strong customer service skills Ability to manage shifting priorities easily. Self-motivated and directed, with keen attention to detail and the ability to follow-up in a timely fashion. Knowledge on Conference Room A/V equipment Knowledge on Collaboration tool such as WebEx/ Microsoft Teams Ability to administer and maintain remote control Console tools to configure and govern end user devices. Examples of current consoles are SCCM for PCs, Print servers, Mobi for the mobile ruggedized RF devices, or Air watch and apple configurator for Cellular devices and Tablets and Vocollect console for voice devices. Ability to support assigned Corporate applications with Vendor and team support. Knowledge of ticket based support systems Working knowledge of RF scanning systems in an industrial environment (Intermec, Psion and LXE) preferred General knowledge of Ethernet, Wi-Fi networks Ability to manage assigned projects to completion Physical Requirements : Requires the ability to sit for long periods of time, with frequent interruptions Requires several hours per day of sitting, getting up and down from chairs, and reaching, or bending Requires manual dexterity with normal hand and finger movements for typical office work Talking, hearing, and seeing are important elements of completing assigned tasks May require travel by automobile and airplane up for business (up to 15% at times of go-lives / launches) May require visiting or working in facility operations in temperatures at or below freezing May carry loads related to travel and occasionally lifts, carries, positions, or moves objects weighing up to 20 pounds Requires the use of various electronic tools Requires the ability to relate to others beyond giving and receiving instructions: must partner with colleagues without exhibiting behavioral... Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity