Senior End-User Support Specialist

2 months ago

Findlay, United States FST Logistics Full time
Description

The Senior End-User Support Specialist is responsible for providing fast and effective support to our end-users, through tickets, calls, and in-person travel. They are expected to provide basic computer training, modify hardware systems, install computer peripherals, and perform intermediate computer maintenance. They will handle escalated helpdesk tickets to ensure minimal operational impact and support the End-User Support Specialists with complex requests.

The Senior designation comes with not only a requirement for high level technical knowledge, but also a responsibility to mentor and facilitate the growth of the End-User Support Specialists. To ensure success in this role you should have advanced knowledge of computer software and hardware systems, excellent diagnostic skills, and high-level communication skills. You will be held accountable to comply with all defined business process and the utilization of all technology platforms, as defined by FST. You will analyze help tickets to identify root cause and provide solutions to minimize repeat tickets. You will work with TSG and Operations to identify strategies that will prevent or greatly reduce operational downtime and increase overall company efficiency.

Time spent for assigned duties and responsibilities are estimated as follows:
  • Supporting Internal End-Users 50%
  • Mentoring Newer Team Members 30%
  • Working with Outside Vendors/Contractors 10%
  • Working with TSG and Operations Leaders 10%
Qualifications?and Skillsets:?
  • Live FST Traits of Reliable, Invested, Responsive, Adaptable, Passionate, and Innovative?
  • Take ownership of your Duty to Communicate all required and relevant information to necessary people, departments, and customers.
  • Minimum of 5 years of experience in an end-user technical support role, 2-year technical degree or combination of both.
  • Time management and self-sufficiency is vital.
  • Ability to self-manage travel between facilities to resolve issues.
  • Strong customer service skills, professionalism, and friendly desk-side manner are a must
  • Ability to manage incoming help desk tickets - evaluate, assign priority, and distribute to appropriate TSG queue/staff or escalate to managed services provider.
  • Review open tickets and provide updates to end-users as needed.
  • Experience resolving complex tickets
  • High Level understanding of Active Directory and Group Policy Object principles.
  • Windows 10, MacOS, AndroidOS, and iOS knowledge
  • TCP/IP, DNS, LAN/WAN, WiFi, VoIP Phone System experience
  • Patch management, End-point protection and desktop imaging.
  • Knowledge of printers, managing print queues, installing/troubleshooting printers and scheduling repairs with our managed print services provider.
  • Experience with mobile device management solutions are a plus (MobileIron, SOTI)
  • Ability to write end-user guides, SOPs, and comfortable training users to use a variety of systems.
  • Prior experience working in or consulting in the distribution, logistics or transportation industry. RF Scan Gun maintenance/support a plus
  • Strong written and verbal communication skills
  • Strong time management skills
  • Ability to rapidly learn new software applications and functionality
  • Strong working knowledge of Microsoft suite, including Microsoft Outlook, Windows, Word, Excel, and PowerPoint
  • Proven experience in working remote and interacting with team members through web conferencing
  • Associate's degree in technical or other related field preferred or 5 years of practical experience in such a field
  • Relevant certifications (i.e. CompTIA A+, Network+, Security+, ITIL Foundation, Microsoft 365) preferred


Disclaimer:

This job description does not include every duty or responsibility that the employee may be asked to perform at some point in time.? Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.?Nothing in this job description is intended to give rise to an employer-employee relationship, but not limited to an assumed offer of employment

FST Logistics is an equal opportunity employer?

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