End User Support Technician
3 weeks ago
Description:
· Assist with new hire desk setups, office/department move equipment connection
· Assist with departing customer hardware removal and stock organization
· Provide technical assistance and resolution as necessary with a strong emphasis on customer support, teamwork and a sense of urgency
· Image, configure, install, repair and upgrade computer systems and perform routine maintenance (Apple knowledge a plus but not required)
· Advanced troubleshooting of hardware and technical incidents
· Assume ownership, update and resolve tickets assigned individually or within a group queue
· Serve as direct point of contact for customers seeking technical assistance, in-person
· Ensure accurate inventory of devices, and their assignment to users, through detailed documentation in ticketing system
· Assist customers with installation of new software packages, based on licensing requirements
· Provide backup assistance to Regional Office locations with occasional travel to those locations for the purpose of on-site support
· Collaborate, coordinate and communicate with IT Service Owners for the resolution of complex issues
· Provide accurate information on IT products or services and their availability
· Follow-up and update customer on request status
· Provide tier-1 AV hardware troubleshooting, and on-site connection/presentation support as requested
· All other duties as assigned
Requirements:
· High school diploma or equivalent, technical school or technical courses in computer repair a plus and may partially substitute for experience
· Minimum one-year related experience
· Basic knowledge of computer hardware and operating systems
· Well organized, good communication written and verbal
· Experience with ServiceNow and SCCM, a plus
· Ability to lift moderate-sized computer equipment
· Be available for mandatory after-hours/weekend support tasks as assigned
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