End User Support, Journeyman

5 months ago

Alexandria, United States Powder River Industries LLC Full time

The End User Service Specialist (EUS) provides Tier II support for customer related IT issues that are escalated by the Tier I Service Desk for all locations. The EUS Specialist is expected to exhibit a high standard of professionalism, complete assigned tasks in a timely fashion, and deliver a positive customer experience with every interaction. EUS Specialists should be proactive and seek opportunities to promptly service customers by actively monitoring their ticket queue and resolve issues. As required, follow-up and coordination with other technical teams may be necessary to help drive issues to closure on behalf of customers.

The Onsite End User Services (EUS) Specialist is the hands-on technician that dispatches to customers in their duty station for in-person support to, and maintenance of, hardware, software, networking, and other computer-related technologies. The EUS practitioner is responsible for installing hardware and software, diagnosing abnormalities with customers' equipment, repairing, maintaining, and upgrading hardware and equipment. Technicians are responsible for escalating issues outside the EUS team's expertise to the appropriate specialist support group.

The Remote EUS Specialist is based offsite from the customers and is responsible for contacting customers and troubleshooting issues over the phone and by accessing customer's devices using remote support software. This includes troubleshooting and resolving issues related to software, hardware, and networking. Remote EUS Specialists are responsible for escalating issues outside the Remote EUS team's expertise to the Onsite EUS Team or other applicable teams.

Requirements

Primary Responsibilities and Activities

  • Resolve complex issues requiring detailed systems and applications knowledge that have been escalated from Tier I.
  • Provide excellent, in-person and remote services to IT users, repair and maintain hardware, software, networking, and other computer-related technologies.
  • Troubleshoot and resolve Tier II issues upon first contact, when possible for hardware, software, networking, and other computer-related technologies to include, but not limited to, OS issues, application issues, software installations, service requests.
  • Set-up, operate, and troubleshoot audio and video teleconferencing (VTC) equipment.
  • Setup and troubleshoot printers and mobile devices.
  • Install hardware and software, to include equipment moves and hardware relocations.
  • Provide "how to" assistance on all internally supported devices, applications, and systems.
  • Escalate issues to appropriate second- and third-level subject-matter experts in accordance with service-level agreements and follow up on incidents when appropriate.
  • Mentor and train new team members.
  • Support the Team lead with escalations, major incident management, and customer communications.
  • Serve as Tier 2 escalation point and provide direction & guidance to help the resolve customer tickets.
  • Monitor EUS Specialist Scorecard Dashboard in ServiceNow to maintain ticket queue and meet Key Performance Indicators (KPIs).
  • Accountable for managing ticket queue and prioritizing work based on impact and urgency.
  • Meet or exceed Service Level Agreement (SLA) thresholds for ticket resolution.
  • Experience: 3-5 years of applicable of experience.
Non-Negotiable Requirements:
  • Minimum 3-5 years' experience
  • Secret clearance
  • Security+ CE

Technical Environment: Windows 10 or Windows 11 operating systems; Microsoft 365 Office suite of applications Video Teleconferencing equipment, printers, mobile devices

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

Salary Description

37.00/hr

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