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End User Support Specialist

1 month ago

Farmers Branch, United States Servsys Corporation Full time

Skill Set required - End User Support Tech

Length of Contract - 9 months (possibly contract to hire)

This position is Monday through Friday 8am to 5pm

Overview

The Technician is the first point of contact for business partners of ETP, handling incoming calls, emails, and web tickets. Responsibilities include tracking information in the ITSM tool and addressing issues related to software, hardware, network, telecommunication systems, and basic desktop support. Technicians may also install software, updates, and upgrades. They must treat relationships with business and third-party communities with quality, care, and empathy consistent with ETP and SGWS Values.

Duties and Responsibilities

  • Participate in on-call rotation
  • Provide accurate and timely updates to work tickets, incidents, and outages
  • Develop a command of ITIL service management practices and SGWS standards
  • Learn and develop expertise in in-scope applications and platforms (e.g., functionality, data, reporting, administration)
  • Receive, ticket, and route end-user support issues
  • Complete issue resolution
  • Document all support outcomes, including resolution and notes
  • Assist with commercial and custom system testing and debugging (new releases, features, etc.)
  • Communicate status of issues to users (verbally or digitally)
  • Maintain awareness of SGWS system environment to ensure high service and support levels
  • Support and maintain knowledgebase with current standards and resolution procedures

Minimum Qualifications

  • Bachelor's or Technical Degree (computer science, information systems, software engineering, or related field)
  • Strong communication skills (written and verbal)
  • Demonstrated patience and empathy for the user community
  • Ability to follow instructions
  • Strong networking and problem-solving skills
  • Strong time management skills
  • Ability to work within a team environment as well as independently
  • Ability to understand SGWS's application portfolio and its impact on daily operations

Preferred Qualifications

  • Possess entry-level industry certification(s)
  • Excellent verbal/written communication skills and strong attention to detail
  • Ability to analyze and solve problems, think outside the box, and grasp technical concepts
  • Familiarity with ITIL concepts
  • Experience with ServiceNow or other support management software
  • Experience with Telephony tools