End User Svcs Specialist II
1 month ago
Provides technical support to the organization's internal users of computer applications and hardware (e.g., PCs, servers, mainframes) | Answers questions regarding system procedures, online transactions, systems status and downtime procedures and is typically located within a call center | Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems | Maintains a troubleshooting tracking log ensuring timely resolution of problems
Major Position Responsibilities- Provides technical guidance to system users via phone, remote access, and/or in-person visits.
- Identifies, researches and resolves technical problems and refers unresolved issues to development staff as needed.
- Identifies gaps in user knowledge and provides system training as appropriate.
- Provides problem resolution, reassigning or escalating advanced inquiries to appropriate technician or staff.
- Records data required to analyze problems and track them to final solution.
- Prepares and presents reports related to IS problems and help desk activity for management review and action.
Impact of the Role:
General Profile
- Consistent exercise of discretion & judgment
- Requires working knowledge and experience in own job discipline and broadens capabilities
- Continues to build knowledge of the company, processes and customers
- Performs a range of assignments related to job discipline
- Uses prescribed guidelines or policies in analyzing situations
- Receives a moderate level of guidance and direction
Required:
- Associate's Degree Or Equivalent Combination of Relevant Education &/or Experience.
- 2-4 years experience relevant to the position functonal area.
- Oral and written communication skills. Computer skills. Computer troubleshooting. End-user training. Debugging skills. Technical expertise. Problem-solving skills. Analytical thinking skills. IT help desk software.
- Proficient in MS Office (Excel, Word, PowerPoint)
Preferred:
- Bachelor's Degree
Physical Demands:
- Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
- Work primarily in a climate-controlled environment with minimal safety/health hazard potential.
Travel Requirements:
- No or very little travel likely
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