End User Support Technician

The End User Support Technician will install and upgrade computer equipment for the entire staff at the client s facility. The End User Support Technician will troubleshoot and determine a solution when a computer user experiences difficulties.
RESPONSIBILITIES

• Provide technical assistance and resolution as necessary with strong emphasis on customer support, teamwork, and urgency.
• Image, configure, install, repair, and upgrade computer systems and perform routine maintenance.
• Troubleshoot for hardware and technical incidents.
• Update and resolve tickets assigned individually or within a group queue, providing timely resolutions and customer support.
• Provide support to customers seeking technical assistance in person or remote.
• Perform inventory or devices and track and maintain their assignment to customers.
• Resolve tickets in the ServiceNow Support queue, meeting department specifications.
• Provide high level of customer support through detailed documentation in ticketing system.
• Assist customers with installation of new software packages, based on licensing requirements.
• Perform new hire desk setups, office/department move equipment connection.
• Partner with IT Service Owners for the resolution of complex issues.
• Provide accurate information on IT products and/or services and their availability.
• Follow-up with customers and provide updates on request status.
• Document resolution steps for reoccurring issues in knowledge base.
• Provide updates for out of date knowledge base documents.
• Participate in Problem and Change management processes as necessary.
• Provide tier-1 AV hardware troubleshooting, and on-site connection/presentation support as requested.
• Performs other duties as assigned.
• Complies with all policies and standards.

• High School Diploma/GED is Required.
• Min 3 yrs relevant exp.
• Knowledge of computer hardware and operating systems.
• Analytical and well organized.
• Good communication skills, written, verbal, and listening.

We are an Equal Opportunity Employer and value the benefits of diversity in our workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity and expression, national origin, disability, protected Veteran status, or any other attribute or protected characteristic by law. If you need assistance applying, please get in touch with us directly.