Computer User Support Specialist

4 days ago

Ann Arbor, Michigan, United States Zolon Tech Full time
Job Summary

Zolon Tech is seeking a highly skilled Computer User Support Specialist to join our team. As a key member of our IT department, you will be responsible for providing top-notch technical support to our clients.

Key Responsibilities:
  • Provide first-line technical support for IT hardware, software, and voice telecommunication equipment
  • Respond to customer calls, emails, and service desk-assigned tickets in a timely and professional manner
  • Troubleshoot and resolve Tier I incidents, including hardware and software issues
  • Reset passwords and clear account lockouts
  • Manage facility printers and resolve issues with supported software
  • Install, troubleshoot, repair, and upgrade all hardware and software
  • Assess current and new commercial off-the-shelf (COTS) software packages
  • Provide client user training programs for new software and/or hardware
  • Manage and distribute consumables in support of information processing activities
  • Evaluate and provide feedback on problematic trends
  • Provide one-on-one customer assistance and training for standard hardware and software
  • Teach customers scanning and conversion of documents to other file formats
  • Check out/check in loaner equipment
  • Attempt problem resolution if reasonably possible during the first contact
  • Resolve all problems within designated timeframes
  • Submit significant resolutions to the knowledgebase
  • Maintain, document, and provide call and customer contact metrics
  • Track inventory, inspect, clean, and provide maintenance on equipment when returned
  • Support all standard hardware and software, both currently utilized and future changes or upgrades
  • Provide planning, analysis, troubleshooting, resolution, and maintenance for computer and employee support
  • Install, Move, Add, and Change (IMAC) as required for all IT equipment
  • Provide specialized Workstation Support using various types of source documents with differing degrees of complexity
Requirements:
  • Ability to obtain and maintain National Agency Check and Inquiries (NACI) level clearance
  • 3 years of experience as service desk/help desk personnel
  • Provide services for Tier I - II IT assistance
  • Maintain a user information center/Service Desk to address issues such as hardware, software, communications, applications, and program questions
  • Bachelor's degree in computer science, Engineering, or Information Technology, or equivalent experience/combined education

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