End User Support Technician

3 weeks ago

Appleton, United States Computer Consultants International Full time

JOB REQUIREMENTS: The End User Support Technician (IT) is responsible for providing technical support to all internal and external users who utilize County systems. The End User Support Technician takes/prioritizes incoming requests, performs troubleshooting, resolves and documents issues for all County computing technology including hardware, software and basic network support. Maintains excellent working relationships with IT staff and supported users. Supports other IT staff as needed. Key Responsibilities The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned. Assists all users (internal and external) with software/hardware/network requests and issues related to County provided systems. Identifies root cause of problem and fixes it. Accurately maintains required documentation (steps taken, time logged, etc.) in work order system for each issue. Resolves issues/requests in an efficient and timely manner. Follows up with users as needed to verify issue is resolved. Escalates issues to other IT staff when appropriate. Monitors, prioritizes, and responds to requests from multiple sources including phone, voicemail, email, and walk-ups. Monitors operating status of critical systems, identifies critical messages, and works with IT staff to determine appropriate corrective action. Prepares/Updates training materials and documentation of systems for Departments, internal IT, and external users. Trains users on proper usage of hardware/software. Consults hardware/software manufacturers as needed to resolve issues. Processes Security Access and Project Requests. Assists IT Teams with backup and user security (password resets, Citrix logins, and computer account administration). Setup, configuration, testing and deployment of new/replacement hardware and software. Creates and maintains device images as needed. Performs preventive maintenance. Assists with maintenance of records/licenses/registration/warranty of hardware and software. Maintains proper levels of IT inventory and dispose of outdated equipment from inventory. Recommends new products and procedures. Researches education materials, new software releases and technology. Verifies all County users follow established IT standards. Uses tools to configure, test and automatically deploy system wide installations and updates. Schedules, manages and supports the training room and loaner devices including application setup, hardware setup and security access. Administrates, maintains, and monitors the internal IT work order system. Coordinates equipment moves between Maintenance, End Users, and IT staff. Participates in On Call Rotation. Performs other duties as assigned. ***** OTHER EXPERIENCE AND QUALIFICATIONS: MANDATORY REQUIREMENTS: Assists all users (internal and external) with software/hardware/network requests and issues related to County provided systems. Identifies root cause of problem and fixes it. Accurately maintains required documentation (steps taken, time logged, etc.) in work order system for each issue (3-5 years) Resolves issues/requests in an efficient and timely manner. Follows up with users as needed to verify issue is resolved. Escalates issues to other IT staff when appropriate (3-5 years) Monitors, prioritizes, and responds to requests from multiple sources including phone, voicemail, email, and walk-ups (3-5 years) Considerable ability to work with, take apart, setup and troubleshoot a variety of hardware devices (PC\'s, laptops, WYSE, Smartboards, printers, scanners, etc) Considerable knowledge of modern operating systems (Windows 7, 8, 10, etc) and add-ons such as JAVA Considerable knowledge of Active Directory, Domains, Group Policies Considerable knowledge of Antivirus/Malware remediation hardware/software Considerable knowledge of Citrix products Working knowledge of Voice Systems (Phones, V icemail, Conference Bridges, etc). NICE TO HAVE: Strong ability to take ownership of assigned tasks and responsibilities Excellent organizational and time management skills. Ability to manage schedule Maintains high level of knowledge of all County systems and their related interfaces. ***** APPLICATION INSTRUCTIONS: E-Mail a Rsum: joannem@cci-worldwide.com

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